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CONSUMER COLLECTOR

POTENTIAL CHARGE OFF COLLECTION & RISK ACCOUNTS

FIRSTBANK PR

Our Company:

At FirstBank PR, we strive to be trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview :

The main goal of the Consumer Collector is contributing to the Department’s established delinquency goals while maintaining the required levels of productivity and service quality. It will be assigned to work with several bank products to make the necessary attempts to secure payments, reduce non-performing assets and reduce the projected portfolio losses.

What you’ll do:

- Prepare mailing efforts to customers to encourage payments in delinquent accounts.

- During the telephone call, interview the customer to determine the reason of the overdue payment, go over in the product repayment terms, and perform the initial assessment to identify if the customer meets the necessary requirement to be referred to the Workout area for a possible forbearance program.

- Document on several computer platforms the results of each telephone call effort. Records information regarding the financial status of the customer and the results of the collection efforts.

- Identify and refer accounts to the Field Collector, Collection Agencies, Attorney’s, or the necessary area in an intent to achieve a positive contact.

- Enter, process and complete payments received through Pay by Phone & Quick Remit system.

- Make skip-trace efforts through all the available systems in an attempt to obtain new customer contact information.

- Complete attempts to recover bank’s property, such as autos, when customer fails to meet payment or agreement terms.

What you’ll Need:

Associate degree, and no experience or High School diploma and one to two years of relevant experience.

Full bilingual is required (English & Spanish)

Working Schedule: Monday to Friday 8:00am-5:00pm

Competencies

+ Customer service: Manages difficult or emotional customer situations and responds promptly to customer needs.

+ Teamwork: Contributes to building a positive team spirit

+ Ethics: Treats people with respect and upholds organizational values

+ Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality

+ Computer literate (Word, Excel)

+ Good verbal and written communication in the required language

+ Knowledge of the collection process for consumer products (Example: Auto, Lease, Personal Loans, Credit Card, and Credit Lines).

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER