Loan Payment Solutions Representative or Bilingual English/Spanish Loan Payment Solutions Representa

Hours:

40

Schedule:

This position is remote eligible for up to 40% of the time after a 90 day training period. Monday - Friday 8:30 a.m. - 5:30 p.m. with one night per week 10:00 a.m. - 7:00 p.m. Must work one Saturday per month on a revolving schedule from 9:00 a.m. - 12:00 p.m. Must be flexible to meet current and future business needs.

Pay:

$21.17/hr

Purpose of Position:

Contact members that are delinquent or at risk of loss on their loans/accounts via multiple communication channels to discuss creating solutions to resolve their past due accounts/loans and prevent potential financial loss to ESL. Multiple conversations and channels to each member might occur to make contact.

Accountabilities:

• Member Communication
  • Contact all accounts assigned, based on risk and loss levels to attempt collection resolution via issue identification, loss recognition, and problem resolution resulting in minimization of loss and maximization of return to ESL.
  • Recommend ad hoc solutions to the member and obtain approval from appropriate designated team members.
  • Identify potential problem/risk loss accounts and refer to their Senior LPS rep, Specialist or Supervisor for guidance/assistance, if needed.
  • Maintain required departmental call averages as assigned.
• Account/Loan Follow-up
  • Review and make changes to customer demographics, accept on-line payments, waive late fee, based on levels of authority, review extension requests and recommend them to Specialist/Supervisor for approval, as required.
  • Complete all assigned workflow and checklist detail for each activity.
  • Recommend to their Supervisor those accounts requiring repossession, charge-off, foreclosure or qualifying the member for restructure/workout possibilities.
• Training
  • Suggest/recommend alternate processes to their Supervisor to enhance overall departmental efficiencies.
  • Attend training sessions, monthly team meetings, coaching development sessions, and other duties as assigned by the Supervisor.

Required Qualifications:

• High school diploma or High school equivalency diploma required
• 1-2 years customer contact experience required
• Proficiency in PC usage and automated systems required
• Strong verbal and written communications skills required
• High Level of Active Listening skills required
• Good Negotiation and Time Management skills required
• Ability to multi task several different issues/accounts required
• Ability to work night and weekend hours dependent on departmental need required
• Bilingual English/ Spanish speaking proficiency required for a bilingual position
• Demonstrates alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper

Preferred Qualifications:

• Two (2) year Associates Degree or an equivalent combination of education and experience preferred
• Minimum 2-3 years previous collection, call center, or direct customer contact experience preferred
• Experience in a collection group, call center or direct customer facing position is preferred
  

   

We’re committed to diversity, equity, and inclusion. ESL recognizes the importance of a culture that embraces diversity and values individual differences. We are committed to cultivating a diverse workforce at all levels that mirrors the communities we serve. We welcome applications from people with diverse perspectives and backgrounds. We strive to create an inclusive, respectful and equitable environment, which makes ESL a great place to work

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