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The Associate, Customer Intelligence & Operations (Collections Contact Center) is responsible for executing the strategies implemented for the maximization of collection recoveries on mortgage accounts while minimizing collection costs and loan losses. Also, provides guidance, accurate information about loss prevention alternatives following bank regulations and achieves payment collections through the telephone. Position works on-site & is based in Bayamon, PR

MAJOR DUTIES / RESPONSIBILITIES:

• Manages the delinquent accounts and offers payment alternatives by phone calls.

• Manages all Outbound, Inbound Collection, and Payment Authorization calls to provide the Bank with optimal delinquency ratios and loan loss levels by acting promptly to identify the risk associated with all the calls received; enabling prompt action to minimize loss and secure the Bank’s positions.

• Provides customer service and support in adherence to existing policies and procedures.

• Determine which factors are affecting the debtor’s responsibility to keep his or her account up to date; offering counsel about all the alternatives the institution offers to regularize his or her debt.

• Conducts timely orientation and effective collection follow-up/activity by telephone on past due accounts. Receive calls from all the branches for payment authorization of delinquent loans.

• Ensures correct coding of the loans as well as effective documentation in the system (Horizon/Infinity). Prepares maintenance documents to update the client’s information on the system.

• Transcribes all the payment collections performed in the collection information system. Ensures that the Payment Processing is completed successfully to prevent errors involving losses for the institution and/or our customers.

• Completes the Production File with the adequate information and calls results and collaborates with any other tasks assigned to keep statistical data for activities conducted within the department.

• Completes Relationship Management ticket requests for accounts' maintenance.

• Acquires and maintains a sound knowledge of mortgage products and services, of operating procedures and systems relating to the effective operation of a Mortgage Servicing Unit and responds appropriately to customer requirements.

• Actively promotes and seeks client authorization for different payment alternatives, such as pay by phone, ACH direct debit, and Web Payment.

• Take full responsibility for all inquiries/concerns/complaints directed to him/her by resolving those matters within his/her discretion to the customer’s satisfaction or by referring the customer to the appropriate source.

• Other duties may be assigned.

  EDUCATION AND EXPERIENCE:

• Associate degree in B usiness A dministration, Finance, Accounting, or any other related field from a qualified institution required.

• One (1) year of experience in collections, call center, customer service, or related position required. The banking industry and/or mortgage experience are preferred.

• Minimum education and experience required can be substituted with the equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.

• Fluency in English and Spanish required, both written and verbal.

• Working knowledge of lending regulations and guidelines is preferred.

• Excellent presentation, communication, and writing skills.

• Ability to manage complex & difficult conversations in a service-oriented manner is required.

• Negotiation skills are highly desirable.

• Proficiency in computer software and applications required, including MS Office.

• Capable of exerting analysis, problem resolutions, detail-oriented, and executing various tasks simultaneously, while maintaining quality standards.

• Availability to work in various shifts and days required. Flexibility to work overtime and/or irregular schedules that may include weekends is highly desirable.

  Oriental is an EEO Employer / Affirmative Action for Females / Disabled / Veterans

  Oriental is an Equal Opportunity Employer ( EEO Employer / Affirmative Action for Females / Disabled / Veterans )

Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment_privacy_policy_statement.pdf)

Compliance Posters

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance_posters.pdf)

Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance_posters.pdf)

Política de Privacidad de Reclutamiento