Debt Specialist Iii - Phoenix, United States - TD Bank

TD Bank

Verified Company

Phoenix, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Work Location:

Remote Phoenix (AZ)

Hours:

40

Pay Details:

$ $33.25 USD

Line of Business:

Personal & Commercial Banking

Debt Specialist III reduces losses by negotiating and collecting payment on delinquent retail, consumer, residential or auto accounts.

Hours:
7am to 4pm M-F

Depth & Scope

Performs multiple and/or diverse tasks that cover a wide range of complexity
Requires advanced skills and expertise in a range of products and services, processes, procedures and systems or requires deep skills in a set of focused areas
Understands how related teams coordinate their efforts and resources to achieve objectives of a unit
Gathers and analyzes data to identify and solve complex problems
Uses sound judgment and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
Communicates unusual and/or complex content in a clear manner; handle sensitive information
Area(s) assigned are of moderate size and complexity and typically involves last efforts to prevent loss
Conducts detailed investigative work to find missing borrowers, regularly utilizing skip tracing and other techniques
Complies with all pertinent department/bank policies and procedures
Elevates issues that may result in foreclosure or repossession when necessary
Suggests changes or modifications to policies and procedures to supervisor based on daytoday observations and activities Serves as entry point for the identification, routing and documentation of all pertinent collection support processes (i.e. modifications, bankruptcy, skiptracing, etc.)

Education & Experience:

High School Diploma or GED required
2+ Years of related experience
Demonstrated strong phone skills to effectively work with customers
Negotiation experience with demonstrated positive outcomes
Sales skills making regular phone calls, presenting Company in positive way to Customers and tactfully but firmly collecting payments
Knowledge of and ability to explain wide variety of consumer loan products
Writing ability to clearly document calls PC skills sufficiency

Customer Accountabilities:

Supports the Bank's Customer Service Strategy
Contributes to decisions that impact the wellbeing of TD, its customers and stakeholders
Provides excellent customer service when dealing with internal partners, vendors or our customers
Supports quality service delivery at every interaction
Contributes to the ongoing improvement of the partner/customer experience within the team
Makes outbound calls via an automated dialer or takes inbound customer phone calls to negotiate payment arrangements
Collects payments on early delinquent accounts, obtaining commitments from customers late on loan payments according to established procedures
Coordinates with attorneys, realtors, credit counselors, servicing representatives, and internal Company personnel to facilitate collection activities
Documents calls, attempted calls and other accountrelated activities to customers and third parties thoroughly on computer system to maintain current account status. Schedules accounts for followup
Researches customer accounts to resolve payment disputes
Communicates with other departments as necessary to obtain and verify information
Follows up with customers to ensure matters are resolved and payment terms are agreed upon
Orders and sends letters and other correspondence to make initial contact or follow up with delinquent customers
Determines reasons for customer delinquencies and uses standard methods and procedures to secure payment
Evaluates customer's capacity to handle the debt
Identifies reasons why customers can or cannot pay
Assists customers in processing insurance claims and requests for contractual rebates
Reviews accounts for adherence to department policies as well as state and federal laws and regulations
Completes necessary account documentation, involving inside and outside personnel as needed, and may recommend accounts to be reviewed for foreclosure, repossession, charge off, and or litigation
Works with customers or agents of customers to resolve delinquency and avoid default or adverse action

Shareholder Accountabilities:

Participates in activities to help promote growth and development of the community and help create a positive image for TD
Supports cost savings opportunities
Successfully completes all required job specific, compliancerelated training, as well as understand, utilize and follow compliance/risk and control programs
Complies with internal / external audit and regulatory requirements
Contributes to prompt and comprehensive response to all external audit, regulatory and compliance requests and findings, and maintains appropriate records of action plans
Reminds borrowers of financial obligations and explains implications of debt nonpayment
Takes action as appropriate to mitigate the banks exposure as