The SPOC Relationship Specialist manages consumer collection activities and controls loan and delinquency loss, while complying with state regulations, bank policies and processes. Primary responsibilities include. Develops strategies to improve collection activities; manages consumer collection activities for various kinds of direct/indirect loans and delinquencies, including but not limited to portfolio loans, installment loans and overdrafts. Manages the hiring, performance, and development o... more details
Description
The SPOC Relationship Specialist manages consumer collection activities and controls loan and delinquency loss, while complying with state regulations, bank policies and processes.
Primary responsibilities include
- Develops strategies to improve collection activities; manages consumer collection activities for various kinds of direct/indirect loans and delinquencies, including but not limited to portfolio loans, installment loans and overdrafts.
- Manages the hiring, performance, and development of collection staff.
- Oversees collection activities and processes, and ensures that all collection related tasks comply with state laws and regulations and bank policies and processes.
- Provides forecasting reports of loss to executive level management; controls and minimizes loss.
Qualifications, Education, Certifications and/or Other Professional Credentials
Customer service orientation (Collections and/or Origination's preferred) with ability to demonstrate empathy towards customers / borrower
High level communications skills when dealing with outside entities
Excellent time management skills
Goal driven
Problem solver (demonstrated analytical / research skills)
trong decision making skills
Detail oriented
Proficient product and service knowledge
Strong written and verbal communication skills
Strong organization skills
Strong PC Skills
Able to develop wider business knowledge of all other functions within the division.
Knowledge of corporate policy, laws and regulatory requirements of area of responsibility.
Ability to work in team environment to resolve problems
Understanding of appropriate escalation timing and reasons
Understanding of the mortgage investor relationship and general investor requirements - Understanding of the differences in judicial and non-judicial state requirements
Strong negotiation skills
Financial services/operations environment, 4+ Years
High School or Equivalent (GED)
Hours & Work Schedule
- 8:00am- 5:00pm
- Monday - Friday
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Equal Employment Opportunity
At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
