Debt Specialist IIITD Bank • Phoenix, AZ, US

Debt Specialist III

TD Bank • Phoenix, AZ, US

job_description.job_card.variable_hours_ago

serp_jobs.job_preview.job_type

serp_jobs.job_card.full_time

job_description.job_card.job_description

Debt Specialist III

Debt Specialist III reduces losses by negotiating and collecting payment on delinquent retail, consumer, residential or auto accounts.

Depth & Scope

Performs multiple and / or diverse tasks that cover a wide range of complexity
Requires advanced skills and expertise in a range of products and services, processes, procedures and systems or requires deep skills in a set of focused areas
Understands how related teams coordinate their efforts and resources to achieve objectives of a unit
Gathers and analyzes data to identify and solve complex problems
Uses sound judgment and understanding of process / policy risk when recommending exceptions outside general practices or guidelines
Communicates unusual and / or complex content in a clear manner; handle sensitive information
Area(s) assigned are of moderate size and complexity and typically involves last efforts to prevent loss
Conducts detailed investigative work to find missing borrowers, regularly utilizing skip tracing and other techniques
Complies with all pertinent department / bank policies and procedures
Elevates issues that may result in foreclosure or repossession when necessary
Suggests changes or modifications to policies and procedures to supervisor based on day-to-day observations and activities
Serves as entry point for the identification, routing and documentation of all pertinent collection support processes (i.e. modifications, bankruptcy, skip-tracing, etc.)

Education & Experience

High School Diploma or GED required

2+ Years of related experience

Demonstrated strong phone skills to effectively work with customers

Negotiation experience with demonstrated positive outcomes

Sales skills making regular phone calls, presenting Company in positive way to Customers and tactfully but firmly collecting payments

Knowledge of and ability to explain wide variety of consumer loan products

Writing ability to clearly document calls

PC skills sufficiency

Customer Accountabilities

Supports the Bank's Customer Service Strategy

Contributes to decisions that impact the well-being of TD, its customers and stakeholders

Provides excellent customer service when dealing with internal partners, vendors or our customers

Supports quality service delivery at every interaction

Contributes to the ongoing improvement of the partner / customer experience within the team

Makes outbound calls via an automated dialer or takes inbound customer phone calls to negotiate payment arrangements

Collects payments on early delinquent accounts, obtaining commitments from customers late on loan payments according to established procedures

Coordinates with attorneys, realtors, credit counselors, servicing representatives, and internal Company personnel to facilitate collection activities

Documents calls, attempted calls and other account-related activities to customers and third parties thoroughly on computer system to maintain current account status. Schedules accounts for follow-up

Researches customer accounts to resolve payment disputes

Communicates with other departments as necessary to obtain and verify information

Follows up with customers to ensure matters are resolved and payment terms are agreed upon

Orders and sends letters and other correspondence to make initial contact or follow up with delinquent customers

Determines reasons for customer delinquencies and uses standard methods and procedures to secure payment

Evaluates customer's capacity to handle the debt

Identifies reasons why customers can or cannot pay

Assists customers in processing insurance claims and requests for contractual rebates

Reviews accounts for adherence to department policies as well as state and federal laws and regulations

Completes necessary account documentation, involving inside and outside personnel as needed, and may recommend accounts to be reviewed for foreclosure, repossession, charge off, and or litigation

Works with customers or agents of customers to resolve delinquency and avoid default or adverse action

Shareholder Accountabilities

Participates in activities to help promote growth and development of the community and help create a positive image for TD

Supports cost savings opportunities

Successfully completes all required job specific, compliance-related training, as well as understand, utilize and follow compliance / risk and control programs

Complies with internal / external audit and regulatory requirements

Contributes to prompt and comprehensive response to all external audit, regulatory and compliance requests and findings, and maintains appropriate records of action plans

Reminds borrowers of financial obligations and explains implications of debt nonpayment

Takes action as appropriate to mitigate the banks exposure as well as complying with all pertinent department / bank policies and procedures

May initiate loss mitigation activities after approval of foreclosure. May coordinate auctions and other collection and recovery activities to secure maximum payback for Company owned property

May recommend negotiated settlements to maximize recovery and minimize losses. Assist in developing and executing bidding strategies

May process and collect insurance claims and refundable contract premiums including primary insurance, Gap insurance, service contracts, and other source of revenue available on assigned accounts

Employee / Team Accountabilities

Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience

Participates fully as a member of the team and contribute to a positive work environment

Communicates with the team on the status / progress of projects and issues / points of interest

Actively shares information and knowledge and proactively learn from the expertise of others

Prioritizes and completes own workload in order to deliver quality results, meet timelines as assigned, and deliver Legendary Customer Service

Contributes to opportunities to enhance productivity, effectiveness and operational efficiency of the business unit, vendor, and / or team

Physical Requirements

Never : 0%; Occasional : 1-33%; Frequent : 34-66%; Continuous : 67-100%

Domestic Travel : Occasional

International Travel : Never

Performing sedentary work : Continuous

Performing multiple tasks : Continuous

Operating standard office equipment : Continuous

Responding quickly to sounds : Occasional

Sitting : Continuous

Standing : Occasional

Walking : Occasional

Moving safely in confined spaces : Occasional

Lifting / Carrying (under 25 lbs.) : Occasional

Lifting / Carrying (over 25 lbs.) : Never

Squatting : Occasional

Bending : Occasional

Kneeling : Never

Crawling : Never

Climbing : Never

Reaching overhead : Never

Reaching forward : Occasional

Pushing : Never

Pulling : Never

Twisting : Never

Concentrating for long periods of time : Continuous

Applying common sense to deal with problems involving standardized situations : Continuous

Reading, writing and comprehending instructions : Continuous

Adding, subtracting, multiplying and dividing : Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches / stores. Every day, we deliver legendary customer experiences to over 27

serp_jobs.job_alerts.create_a_job

Specialist Iii • Phoenix, AZ, US

Job_description.internal_linking.related_jobs

Sales Rep - Training Provided

EchoStar • CASA GRANDE, Arizona, United States

serp_jobs.job_card.full_time

Are you a highly competitive, persuasive sales professional looking for an incredible earning opportunity? Our award-winning Inside Sales & Retention teams excel at driving customer decisions by se...serp_jobs.internal_linking.show_more