Description[POSITION SUMMARY] The Sr. Representative, Collections responds in a timely and professional manner to all customer calls, and contacts customer as appropriate and necessary under policy and procedure or to respond to inquiries for the Customer Service department.[RESPONSIBILITY STATEMENTS]Assists Customer Service Collections team with research and questions.,Assists in developing collection key risk indicators (KRI) with defined triggers and limits.,Assists in developing collection risk reporting and analysis capabilities.,Assists in the upkeep of various Collections tracking reports.,Assists management and/or senior Collections professionals in special projects as needed.,Conducts various ad-hoc analyses to support the strategy and monitoring functions within the department.,Coordinates collection activities for assigned accounts.,Create and implement new policies, workflows, reports, communications, definitions and processes for the collections department.,Extracts and compiles collection performance data from various source systems (including manual tracking reports) for qualitative and/or quantitative analyses.,Maintains current, accurate and complete information on status of all customers in portfolio., Monitors ongoing trends and developments in various business-related industries, and the economy.,Monitors progress against project plan communicating status or any relevant issue to the project manager.,Responds in timely and professional manner to all customer calls, and contacts customer as appropriate and necessary under policy and procedure or to respond to inquiries.,Serves as point of contact between the Customer, Collections Officer, and Operations.,Supports in the rollout of the systems for collections.,Understands and adheres to the Fair Debt Collection Practice Act, Collection Laws, and Fair Credit Reporting Act.,Uses various collection systems to update customers' accounts and to send correspondence.
[EDUCATION] Bachelor's Degree;,or equivalent work experience; [WORK EXPERIENCE] 0-3 years; [SKILLS AND ABILITIES] Ability to adhere to policies, procedures, and instructions of management.,Ability to build and foster internal relationships.,Ability to change direction as project demand dictates.,Ability to interpret, analyze and apply data/information.,Ability to organize and prioritize multiple tasks to meet deadlines.,Ability to stay abreast of industry best practices, procedures, and techniques.,Ability to summarize, document, and communicate information in a clear and concise manner.,Ability to work independently as well as collaboratively within a team environment.,Demonstrated knowledge of basic Collections principles, concepts and policies.,Proficient MS Office (Excel, PowerPoint, Word, Visio, and Outlook) skills., Strong analytical, problem solving and critical thinking skills.,Strong verbal and written communication skills. [PHYSICAL DEMANDS] Minimal physical effort such as sitting, standing, and walking. [COMPETENCIES] Actively seeks information to understand customer needs,Communicates clearly and preciselyListens carefully and asks questions to clarify understanding,Defines issues accurately and identifies the critical components,Demonstrates the organization?s customer service standards,Is comfortable with change and can alter tasks with guidance. Asks questions to understand the impact of changes on one?s own job.,Maintains professional behavior at all times in representing the companyDoes all routine work accurately and on-time; is aware of own impact on others,Understands the central role the risk management function plays in the organization environmentLearns to identify and flag items non-compliant with regulations,Works effectively in team settingsShows appreciation for others' help and lends a hand when needed to complete shared tasks
At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.