Loan Service Representative

BASIC JOB FUNCTION: Representative is responsible for making outbound and taking inbound calls to resolve customer issues, update account information, collect and post payments, and develop payment plans. The position of Loan Representative is primarily responsible for fielding inbound calls and generating outbound collection calls to customers in order to maintain company goals and objectives. Loan Representatives are responsible for confirming account information and securing payment arrangements.  Loan Representatives are further responsible for achieving quantitative and qualitative goals while providing superior customer service. These individuals must possess proven ability to overcome objections, be detailed oriented, and capable of communicating with others on a variety of levels. This position requires extensive telephone work and data entry skills. Job Duties:
  • Follow and ensure compliance with all company policies and procedures as well as local, state and federal collections regulations
  • Maintain records of payment collection and status of accounts while documenting conversation/collection activity accurately and professionally.
  • Educate borrowers who attempt to voluntarily surrender their vehicle of loan obligations and consequences of repossession in an effort to mitigate losses. If unable to convince customer to retain vehicle, account is to be forwarded to Sr. Representative or Supervisor for further assistance.
  • Develop, test and maintain MS SQL Server databases.
  • Develop application/inter-application test plans; assist in the development of data requirement test scenarios and verify test results.
  • Utilizes automated dialer system according to management standards.
  • Recording address or phone number changes for customers in system.
  • Identify architectural issues and propose alternative solutions.
  • Must be able to work any schedule of hours that meets business needs including some Saturdays and/or overtime
  • Must adhere to the Attendance Policy
  • Performs other related duties as assigned or requested
Education/Experience:
  • Previous call center, collections, and/or sales experience preferred.
  • Working knowledge of collections policies and procedures, including the Fair Debt Collections Practices Act (FDCPA).
  • Skip tracing knowledge will be considered an asset.
  • High school degree or equivalent required, some college preferred.
Competencies:
  • Demonstrate effective questioning/listening skills when speaking with customers and third parties.
  • Keyboarding skills and ability to multi-task when speaking with customers.
  • Ability to control conversation with customer.
  • Ability to utilize open-ended questioning tactics to maximize information gathering.
  • Strong negotiation and problem solving skills.
  • Mathematical skills necessary to arrange payment plans and calculate past due amounts.
  • Ability to present oneself as well as the company in a professional manner, maintains composure and reacts well under pressure, treats others with respect and consideration, and follows through on commitments.
  • Excellent verbal and written communication, and listens and gets clarification when necessary.
  • Ability to work independently and as part of a team with minimal supervision.
  • Bilingual English/Spanish preferred.
  • Basic computer skills, including, but not limited to, Windows and the Internet.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Sitting at desk for long periods of time. However, there may be some standing, bending/stooping, squatting, walking or reaching above shoulder level for brief periods of time.
  • Talking and/or listening while entering data into a computer by using a keyboard and wearing a headset for long periods of time.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Exerting up to 15 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull or move objects.
Work Envirionment:
  • Call Center/normal office environment working under fluorescent light source.
  • Daily use of computer and wearing of headset for phone calls.
  • Subject to stress in relation to number of accounts requiring attention per day and other established performance criteria.
  • Noise level in the work environment is moderate.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. Click here to apply   Return to job posting