The Collections Support Specialist position is responsible for oversight of policies and procedures, monitoring of all collection regulations for compliance and audit, matrix development and monitoring, system and process improvement, quality standards, and call quality reviews within the Collection Department encompassing Consumer, Home Loans (Mortgage) and Payment Services (Credit Card).
ESSENTIAL DUTIES & RESPONSIBILITIES include the following; other duties may be assigned.
Policy, Procedures, Regulatory, Compliance/Audit
Process Improvement/System Administration, Training
Measurement, Reporting, Quality Control
Investor Guidelines/government agencies
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor’s degree and four or more (4+) years’ experience (collections, compliance, audit, policy and procedure development, training development, quality oversight, regulatory and compliance regulation, vendor management); or equivalent combination of education and experience.
OTHER SKILLS & ABILITIES
Good personal computer skills with demonstrated knowledge of Microsoft EXCEL, WORD, and e-mail; self-starter and works with minimal direction; good verbal and written communication skills; Interpersonal skills and team orientation; Ability to meet deadlines; ability to appropriately escalate issues requiring problem solving and decision making; experience in an automated collections environment highly desirable
Ability to read, analyze, and interpret statistics and data, financial reports, and legal documents. Ability to respond to inquiries from regulatory agencies. Ability to effectively present information to management and other internal FIB resources as required.
Ability to work with basic mathematical concepts.
Ability to define problems, collect data, establish facts, and draw valid conclusions, document and report. Demonstrates critical thinking tendencies to address problems decisively and to propose long term, sustainable solutions. Accepts shared ownership and accountability for results.
While performing the duties of this job, the employee is regularly required to talk, hear, stand, walk & use hands to finger, handle, or feel. The employee frequently is required to sit. The employee is required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee may lift and/or move up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours of operation may be adjusted from time to time to maximize recovery efforts.
The noise level in the work environment is usually moderate.