Loan Payment Solutions Representative

Hours:

40

Schedule:

This position is remote eligible for up to 40% of the time after a 90 day training period. Monday - Friday 8:30 a.m. - 5:30 p.m. with one night per week 10:00 a.m. - 7:00 p.m. Must work one Saturday per month on a revolving schedule from 9:00 a.m. - 12:00 p.m. Must be flexible to meet current and future business needs.

Pay:

$21.17/hr

Purpose of Position:

Contact members that are delinquent or at risk of loss on their loans/accounts via multiple communication channels to discuss creating solutions to resolve their past due accounts/loans and prevent potential financial loss to ESL. Multiple conversations and channels to each member might occur to make contact.

Accountabilities:
Member Communication
Contact all accounts assigned, based on risk and loss levels to attempt collection resolution via issue identification, loss recognition, and problem resolution resulting in minimization of loss and maximization of return to ESL.
Recommend ad hoc solutions to the member and obtain approval from appropriate designated team members.
Identify potential problem/risk loss accounts and refer to their Senior LPS rep, Specialist or Supervisor for guidance/assistance, if needed.
Maintain required departmental call averages as assigned.
Account/Loan Follow-up
Review and make changes to customer demographics, accept on-line payments, waive late fee, based on levels of authority, review extension requests and recommend them to Specialist/Supervisor for approval, as required.
Complete all assigned workflow and checklist detail for each activity.
Recommend to their Supervisor those accounts requiring repossession, charge-off, foreclosure or qualifying the member for restructure/workout possibilities.
Training
Suggest/recommend alternate processes to their Supervisor to enhance overall departmental efficiencies.
Attend training sessions, monthly team meetings, coaching development sessions, and other duties as assigned by the Supervisor.
Required Qualifications:
High school diploma or High school equivalency diploma required
1-2 years customer contact experience required
Proficiency in PC usage and automated systems required
Strong verbal and written communications skills required
High Level of Active Listening skills required
Good Negotiation and Time Management skills required
Ability to multi task several different issues/accounts required
Ability to work night and weekend hours dependent on departmental need required
Bilingual English/ Spanish speaking proficiency required for a bilingual position
Demonstrates alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper
Preferred Qualifications:
Two (2) year Associates Degree or an equivalent combination of education and experience preferred
Minimum 2-3 years previous collection, call center, or direct customer contact experience preferred
Experience in a collection group, call center or direct customer facing position is preferred
Bilingual English/Spanish speaking proficiency preferred

We're committed to diversity, equity, and inclusion. ESL recognizes the importance of a culture that embraces diversity and values individual differences. We are committed to cultivating a diverse workforce at all levels that mirrors the communities we serve. We welcome applications from people with diverse perspectives and backgrounds. We strive to create an inclusive, respectful and equitable environment, which makes ESL a great place to work

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)