What are the responsibilities and job description for the EFG Collections Specialist I position at Summit Bank?
DEPARTMENT Equipment Finance Group
REPORTS TO: Equipment Finance Group, EFG Operations Manager
FLSA: Non-Exempt
CATEGORY: Full Time
SHIFT: Monday – Friday 8:00am – 5:00pm
Collection Specialist I - 1 to 2 years previous financial services and/or client service or collections experience in a professional environment. A Collection Specialist I will typically handle accounts that are past due up to 30 days.
Collection Specialist II – Working knowledge and ability to demonstrate proficiency in providing high levels of customer service and collections in all aspects of the position. Educational experience, through in-house training sessions, formal school or related curriculum, should be applicable to the finance industry. Work related experience should consist of at least 2-3 years’ experience in customer service or collections. The Collection Specialist should require minimal supervision, should be self-sufficient, minimize and avoid errors, and handle collection and recovery related tasks that are more complex.
Collection Specialist III – Working knowledge and ability to demonstrate proficiency in providing high levels of customer service and collections in all aspects of the position. Educational experience, through in-house training sessions, formal school or related curriculum, should be applicable to the finance industry. Work related experience should consist of at least 3-5 years’ experience in customer service or collections. The Collection Specialist will require very little supervision, will need to be self-sufficient, minimize and avoid errors, handle collection and recovery tasks that are more complex, and be a resource for others (operate as a team leader).
______________________________________________________________________________
SUMMARY
The Collection Specialist provides customer service and collection activities and processes to Equipment Finance Group (EFG). The Collection Specialist performs collection activities and adjusts delinquent accounts by corresponding with the customer by telephone and/or written communication. Also responsible to ensure key daily operations and deadlines are met and completed. Provides a high level of client service support to all EFG colleagues and clients. Assumes responsibility and is accountable for adherence to EFG and bank policies and procedures, as well as all applicable state and federal laws and regulations pertaining to employment and lending.
ESSENTIAL DUTIES
1.Performs collection activities and adjusts delinquent accounts by corresponding with the customer by telephone and/or written communication. Daily phone reports must reflect a minimum of 50 inbound and outbound calls a day.
2.Ensure collections letters are mailed based on established policy.
3.Process payments (check, ACH, or credit card) and accurately post to the clients account.
4.Maintains accurate records of past due accounts and collection efforts, and continues with proper follow-up actions.
5.Ensure insurance information is current and has been received.
6.Handle, follow, and resolve insurance claims that involve a total loss or repair.
7.Process requests for loan modification and/or repairs. Provide recommendation in regard to forbearance options.
8.Once the notice of acceleration letter has expired, assign accounts to outside collection and recovery agency. Work with the recover agent to remarket and liquidate the equipment in order to maximize recovery (Collection Specialist III).
SECONDARY DUTIES
1.Assumes responsibility for various department functions in the absence of staff members or in overload situations.
2.Responsible to complete assigned Compliance Training. Maintains compliance with the Bank’s BSA/AML policies and procedures.
GENERAL
1.Provides excellent personal client service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; and accepting responsibility for own actions.
2.Follows policies and procedures; completes administrative tasks correctly and on time; contributes to the overall profitability of EFG through cost controls and expense monitoring.
3.Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.
4.Performs position safely, without endangering the health or safety to themselves or others and reports potentially unsafe conditions.
5.Works according to established schedules, arriving on time and with a positive attitude.
6.Maintains work area in a clean and orderly manner
7.Any other duties as defined by management.
QUALIFICATIONS AND DEMONSTRATED ABILITIES
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
1.High School Diploma or equivalent.
2.Proven ability to communicate and interact professionally with internal and external clients and work effectively as part of a team.
3.Intermediate skills in computer terminal and personal computer operation; keyboarding, word processing, spreadsheet and specialty software programs. (QuickBooks/Quicken experience a plus)
4.Excellent organizational and time management skills to ensure maximum productivity and to meet simultaneous deadlines.
5.Ability to work in a face paced environment, meet tight deadlines, and respond quickly. Will need to be very detailed as the position requires a high degree of accuracy.
PHYSICAL REQUIREMENTS
1.Repetitive use of hands such as grasping, twisting/turning of wrists, and finger dexterity necessary to perform various clerical duties such as typing, writing, maintaining files and counting currency.
2.Occasional use of arms such as pushing/pulling to open and close drawers and cabinets.
3.Frequent walking to assist clients, vendors, staff members at EFG.
4.Ability to sit and/or stand for extended periods of time at assigned station.
5.Ability to bend and/or reach, and to lift and carry up to 30 pounds.
6.Continuous clarity of vision at 20 inches or less for normal processing of work.
REPORTS TO: Equipment Finance Group, EFG Operations Manager
FLSA: Non-Exempt
CATEGORY: Full Time
SHIFT: Monday – Friday 8:00am – 5:00pm
Collection Specialist I - 1 to 2 years previous financial services and/or client service or collections experience in a professional environment. A Collection Specialist I will typically handle accounts that are past due up to 30 days.
Collection Specialist II – Working knowledge and ability to demonstrate proficiency in providing high levels of customer service and collections in all aspects of the position. Educational experience, through in-house training sessions, formal school or related curriculum, should be applicable to the finance industry. Work related experience should consist of at least 2-3 years’ experience in customer service or collections. The Collection Specialist should require minimal supervision, should be self-sufficient, minimize and avoid errors, and handle collection and recovery related tasks that are more complex.
Collection Specialist III – Working knowledge and ability to demonstrate proficiency in providing high levels of customer service and collections in all aspects of the position. Educational experience, through in-house training sessions, formal school or related curriculum, should be applicable to the finance industry. Work related experience should consist of at least 3-5 years’ experience in customer service or collections. The Collection Specialist will require very little supervision, will need to be self-sufficient, minimize and avoid errors, handle collection and recovery tasks that are more complex, and be a resource for others (operate as a team leader).
______________________________________________________________________________
SUMMARY
The Collection Specialist provides customer service and collection activities and processes to Equipment Finance Group (EFG). The Collection Specialist performs collection activities and adjusts delinquent accounts by corresponding with the customer by telephone and/or written communication. Also responsible to ensure key daily operations and deadlines are met and completed. Provides a high level of client service support to all EFG colleagues and clients. Assumes responsibility and is accountable for adherence to EFG and bank policies and procedures, as well as all applicable state and federal laws and regulations pertaining to employment and lending.
ESSENTIAL DUTIES
1.Performs collection activities and adjusts delinquent accounts by corresponding with the customer by telephone and/or written communication. Daily phone reports must reflect a minimum of 50 inbound and outbound calls a day.
2.Ensure collections letters are mailed based on established policy.
3.Process payments (check, ACH, or credit card) and accurately post to the clients account.
4.Maintains accurate records of past due accounts and collection efforts, and continues with proper follow-up actions.
5.Ensure insurance information is current and has been received.
6.Handle, follow, and resolve insurance claims that involve a total loss or repair.
7.Process requests for loan modification and/or repairs. Provide recommendation in regard to forbearance options.
8.Once the notice of acceleration letter has expired, assign accounts to outside collection and recovery agency. Work with the recover agent to remarket and liquidate the equipment in order to maximize recovery (Collection Specialist III).
SECONDARY DUTIES
1.Assumes responsibility for various department functions in the absence of staff members or in overload situations.
2.Responsible to complete assigned Compliance Training. Maintains compliance with the Bank’s BSA/AML policies and procedures.
GENERAL
1.Provides excellent personal client service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; and accepting responsibility for own actions.
2.Follows policies and procedures; completes administrative tasks correctly and on time; contributes to the overall profitability of EFG through cost controls and expense monitoring.
3.Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.
4.Performs position safely, without endangering the health or safety to themselves or others and reports potentially unsafe conditions.
5.Works according to established schedules, arriving on time and with a positive attitude.
6.Maintains work area in a clean and orderly manner
7.Any other duties as defined by management.
QUALIFICATIONS AND DEMONSTRATED ABILITIES
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
1.High School Diploma or equivalent.
2.Proven ability to communicate and interact professionally with internal and external clients and work effectively as part of a team.
3.Intermediate skills in computer terminal and personal computer operation; keyboarding, word processing, spreadsheet and specialty software programs. (QuickBooks/Quicken experience a plus)
4.Excellent organizational and time management skills to ensure maximum productivity and to meet simultaneous deadlines.
5.Ability to work in a face paced environment, meet tight deadlines, and respond quickly. Will need to be very detailed as the position requires a high degree of accuracy.
PHYSICAL REQUIREMENTS
1.Repetitive use of hands such as grasping, twisting/turning of wrists, and finger dexterity necessary to perform various clerical duties such as typing, writing, maintaining files and counting currency.
2.Occasional use of arms such as pushing/pulling to open and close drawers and cabinets.
3.Frequent walking to assist clients, vendors, staff members at EFG.
4.Ability to sit and/or stand for extended periods of time at assigned station.
5.Ability to bend and/or reach, and to lift and carry up to 30 pounds.
6.Continuous clarity of vision at 20 inches or less for normal processing of work.