Default Associate

Retail Region 2 Administration; Wakefield (MA); On-site; USD 31,000 - 50,000; Full time

Job summary

Eastern Bank is seeking a Default Management professional in Massachusetts to partner with Consumer and Business Banking customers. The role focuses on addressing past due accounts, providing solutions, and ensuring timely payments.

You will engage with multiple teams, train staff on bank applications, and handle more complex inquiries while meeting compliance requirements. A strong background in banking software and customer service is essential.

Qualifications

• Bachelor’s degree in finance preferred or 3–5+ years in a Customer Service/Financial related industry.
• Proven customer service experience and strong written and verbal communication skills.
• Knowledge of Bank products, collection laws and regulations.
• Proficiency with Microsoft Outlook, Word, Excel and PowerPoint.
• Experience with Bank applications and software including FIS Insight, Collections, Caller software, Optima, and Sales Management.
• Train and collaborate with Default Associate I & III’s, Default Management Admin Team, Loss Mitigation Team, and Default Managers.
• Ownership of processes as assigned.
• In depth review, maintenance and follow up for special queues.
• Handle moderately complex customer inquiries, complaints, or requests for assistance.

Responsibilities

• Providing exceptional Customer Service.
• Meet established call requirements (for both Compliance and Customer Service).
• Process payments accurately.
• Own in depth review of queues as assigned.
• Provide training and guidance with Bank applications, systems, and procedures.
• Handle more complex inquiries that require an experienced Collector.
• Generate customer correspondence across channels.
• Identify operational/system issues in need of research/follow up.
• Projects as assigned.

Skills

Customer service

Bank products knowledge

Regulations knowledge

Microsoft Office

Banking software

Communication skills

Queue ownership

Education

Bachelor's degree in finance

Tools

FIS Insight

Collections software

Caller software

Optima

Sales Management

Job description

Pay Range: $22.74-$36.55

The posted salary range reflects Eastern’s expected hiring range. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.

Default Management is a department within the Corporate Credit Division with the responsibility of partnering with Eastern Bank Consumer and Business Banking customers to effectively address past due accounts and provide solutions in orderto curedelinquencies and promote timely payments.Default Management utilizes omnichannel customer communications, utilizes effective risk management strategies, seeks to deliver superior customer experiences, and meets high regulatory compliance standards.

Responsibilities:

• Providing exceptional Customer Service.
• Meet established call requirements (for both Compliance and Customer Service).
• Process payments accurately.
• Assume ownership for in depth review of queues as assigned.

Support Default Associate I by:

• Providing training and guidance with Bank applications, systems, and procedures.
• Handle more complex inquiries that require an experienced Collector.
• Generate customer correspondence (all available channels).
• Process servicing requests. & log customer complaints.
• Identify operational/system issues in need of research/follow up.
• Projects as assigned.
• Attend seminars, training to gain advanced knowledge of collections arena.

Education and Experience

A bachelor’s degree in a financial discipline is preferred or 3 - 5+ years of related work experience in a Customer Service/Financial related industry.

Skills/Knowledge

• Proven customer service experience.
• Knowledge of Bank products, collection laws and regulations.
• Strong written and verbal communication skills.
• Ability to use Microsoft products such as Outlook, Word, Excel and PowerPoint.
• Experience with Bankapplications and software including but not limited to FIS Insight, Collections ,Caller software,Optima, and Sales Management.
• Train and collaborate with Default Associate I & III’s, Default Management Admin Team, Loss Mitigation Team, and Default Managers.
• Ownership of processes as assigned.
• In depth review, maintenance and follow up for special queues.
• Handle moderately complex customer inquiries, complaints, or requests for assistance.