Delinquency Management Early Stage Specialist

Delinquency Management Early Stage Specialist is considered an entry level position in which individuals are expected to efficiently and carefully resolve customer inquiries including billing disputes, and be informed and advise on matters concerning customer accounts. These individuals need to have the ability to think critically to resolve issues that may arise in collaboration with the customers in order to meet a satisfactory solution.
Key Accountabilities
Accept payments on current accounts
Resolve billing disputes
Explain various billing statements to clients, escrow analysis, etc.
Ability to thoroughly advise clients of consequences of late payments
Discovering potential hardships that may exist for clients
Brainstorm and offer potential solutions to unique situations
Ability to meet required quality standards, collection and resolution metrics
Fulfill service agreements
Ability to meet expectations in time management, such as showing up on time
Required Core Competencies
Accountability: Able to take responsibility for all work activities and personal actions
Manage change: The ability to demonstrate support for innovation and for change needed to improve effectiveness; initiating, sponsoring, and implementing change.
Results Orientation: The ability to focus on the desired results of one’s own or one’s team work; setting challenging goals, focusing effort on the goals, and meeting or surpassing them.
Manage Performance: The ability to take responsibility for one’s own performance, by setting clear goals and expectations, tracking progress against the goals, and ensuring feedback.
Strategic thinking: •Understand the team’s strengths and weakness as compared to competitors. Has an in-depth understanding of competitive products and services within the marketplace. Develops and proposes a long-term (3-5 year) strategy for the team
Thoroughness: Ensuring that one’s own and others’ work and information are complete, accurate, and are meeting a satisfactory standard; careful preparation for meetings and presentations is evident in work efforts.
High School Diploma or Equivalent
Basic Computer Skills
Ability to multi-task
At least one year of experience in conflict resolution
Fluent in English
At least one year of experience in sales or collections
Basic knowledge of mortgage servicing, real estate, or similar industry
Basic understanding of MS office