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The Associate, Delinquency Management (Operational & Quality Support) monitors, reviews and audits internal and external collection operations to ensure that they meet customer experience expectations, call quality, collection policies, procedures and regulations. This position works hybrid and reports to Bayamón, Puerto Rico.

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 collection loans, such as investigating unapplied balances & missing customers (skip trace) and execute letter mailing process & reconciliation.

+ Handling loans requiring special treatment, including but not limited to: low balances, balloon loans & mature loans.

+ Update the Preventive Delinquency Report to ensure reasons for delinquency 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 Fair Debt Collection Practices Act (FDCPA), Consumer Financial Protection Bureau (CFPB), and other banking regulations.

+ 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 thru specialized tools.

+ Handle tickets in Relationship Management tool ensuring they are actioned in a timely manner and in compliance with Service Level Agreements (SLAs).

+ Occasionally supports internal & external contact center collections efforts on as per needed basis.

+ 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 of experience in customer service, collections and/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 with a customer centric drive.

+ Strong analytical & problem-solving skills.

+ Organized, detail-oriented, and capable of multitasking while maintaining defined quality standards and effectively prioritizing tasks.

+ Proficient in the use of MS Office as well as intermediate Excel proficiency to retrieve data, create spreadsheets, and reports required. AWS Quicksight proficiency for call handling and monitoring highly desirable.

+ Bilingual (English and Spanish) highly preferred.

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)

Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment\_privacy\_policy\_statement.pdf)

Compliance Posters

#LI-Hybrid

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

Política de Privacidad de Reclutamiento