Associate, Delinquency Management (Quality & Monitoring)

The Associate, Delinquency Management (Quality & Monitoring) monitors, reviews and audits internal and external collection operations to ensure that they meet customer experience expectations, call quality, collection policies, procedures and regulations. Position works hybrid from Bayamon, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Prepare and maintain updated collections reports, including but not limited to: daily delinquency, payment processing, auto enrollment, call monitoring, monthly employee score performance, metrics tracking reports and key performance indicators (KPI's).  
• Execute operational functions associated with all collections loans, such as investigating unapplied balances & missing customers (skip trace) and execute letter mailing process & reconciliation.
• Review & analyze the reconciliation and payment of invoices.
• Handling loans requiring special treatment, including but not limited to: low balances, balloon loans & mature loans.
• Update the Preventive Delinquency Report to ensure RFDs are correctly identified and discrepancies are reported. Provide monthly reporting to guarantors, investors and federal agencies, reporting the status of the loans we service. 
• Support training efforts for new employees; ensuring that all necessary tools are provided in order to be able to execute the collection efforts in a satisfactory manner and in compliance with FDCPA, CFPB, Reg F regulations, and among others.
• Conduct inbound and outbound call monitoring to determine Contact Center quality standards, recording results and comparing them to quality control standards and guidelines. Provides feedback to the management team on the results of call quality control, so they can provide appropriate coaching to staff, to help them improve their performance.
• Manages mass maintenances using various specialized tools. 
• Handle tickets in Relationship Management tool ensuring they are actioned in a timely manner and in compliance with Service Level Agreements (SLAs).
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Associate’s Degree in Business Administration, Finance, Accounting or any other related area from a qualified institution.
• Two (2) years experience in collections or related role within the banking industry 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.
• Knowledge of Federal and State Regulations, Procedures and Policies that regulate consumer loans.
• Effective technical and practical knowledge regarding collections.
• Excellent presentation, communication and writing skills.
• Strong analytical & problem solving skills.
• Proficient in the use of MS Office as well as intermediate Excel proficiency to retrieve data, create spreadsheets, and reports required.
• Bilingual (English and Spanish) highly preferred.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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