This role is primarily responsible for managing the Loss Mitigation corporate email inbox, serving as a key touchpoint for client inquiries and escalations. The Associate ensures timely, accurate responses while driving issue resolution and maintaining a high standard of customer experience in compliance with investor and regulatory requirements. Position works hybrid and reports to San Juan, PR.
MAIN DUTIES & RESPONSIBILITIES:
- Manage the Loss Mitigation corporate email inbox, ensuring timely review, prioritization, and response to client inquiries, requests, and escalations.
- Coordinate with internal teams and external stakeholders to research and resolve inquiries received through the corporate inbox, ensuring accurate and customer-focused communication.
- Maintain effective communication with investors’ representatives and service providers to ensure consultations, requests, and payments are processed timely.
- Process maintenance and reporting activities across internal and external platforms, ensuring compliance with investor, agency, and regulatory guidelines.
- Ensure proper account maintenance, including encoding/decoding based on workout type and investor requirements.
- Prepare, submit, and follow up on investor claims after Loss Mitigation alternatives are executed to ensure recovery of funds and incentives.
- Review and process Prepaid and Unapplied Funds reports, including customer outreach (calls or correspondence) to resolve payment issues.
- Analyze post–Loss Mitigation loan activity and coordinate credit bureau corrections and fee adjustments with the appropriate teams.
- Support Loss Mitigation and cross-functional teams, preparing reports and ensuring service standards, deadlines, and regulatory requirements are met.
- Other duties may be assigned.
MINIMUM REQUIREMENTS:
- Associate in business administration or related field required.
- Two (2+) years of experience in Delinquency Management, Loss Mitigation or related area, preferably in default reporting required.
- 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.
- Working knowledge of core banking systems, loan servicing platforms, and investor reporting tools strongly preferred.
- Bilingual proficiency (English and Spanish), both written and verbal, required.
- Demonstrated knowledge of Loss Mitigation processes, workout options, and post-resolution loan servicing activities desirable but not required.
- Strong analytical skills with the ability to review loan scenarios, identify discrepancies, and recommend appropriate actions.
- High attention to detail, strong organizational skills, and the ability to manage multiple priorities in a deadline-driven environment.
- Effective communication and interpersonal skills, with the ability to collaborate across teams and interact with internal and external stakeholders.
WORK AUTHORIZATION & ELEGIBILITY:
- Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
- Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.
Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)
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#LI-Hybrid
Skills Required
- Associate degree in business administration or related field
- Two (2+) years of experience in Delinquency Management, Loss Mitigation or related area (preferably default reporting)
- Minimum education and experience may be substituted with equivalent combination of education, training and experience
- Working knowledge of core banking systems, loan servicing platforms, and investor reporting tools
- Bilingual proficiency in English and Spanish, written and verbal
- Demonstrated knowledge of Loss Mitigation processes, workout options, and post-resolution loan servicing activities
- Strong analytical skills to review loan scenarios, identify discrepancies, and recommend actions
- High attention to detail, strong organizational skills, and ability to manage multiple priorities under deadlines
- Effective communication and interpersonal skills for collaboration with internal and external stakeholders
- Legally authorized to work in the United States (permanent or ongoing work authorization required)
What We Do
Since 1964, Oriental has thrived as one of Puerto Rico’s leading banks focused on serving the needs of consumers, businesses, and institutions. With multiple branches throughout the island, it has the second-largest network, and is the third-largest financial institution in core retail and commercial deposits. Oriental has a highly committed team of more than 1,500 employees serving nearly 300,000 clients. Since its establishment, Oriental has distinguished itself by delivering an unparalleled level of service to its clients making possible the progress of the customers, employees, investors and communities it serves. OFG Bancorp (NYSE: OFG), is its diversified financial holding company that operates under U.S. and Puerto Rico banking laws and regulations. Its three principal subsidiaries, Oriental Bank, Oriental Financial Services and Oriental Insurance, provide a full range of commercial, consumer and mortgage banking services, as well as financial planning, trust, insurance, investment brokerage and investment banking services.
