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Collections Representative
Banco Santander
Reading, PA, United States
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Description
As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.
Responsible for the collection past due Mortgage, consumer, credit card and overdraft accounts via telephone contact with customers. Resolve customer issues with regard to their outstanding loan balance. Negotiate repayment terms with customers in accordance with bank guidelines.. Knowledge of FNMA and FHLMC guidelines. Thorough knowledge of establishing GSE compliant borrower repayment plans. Understanding of all applicable foreclosure laws. Ability to work with borrowers who are facing imminent foreclosure. Knowledge of all investors FNMA FHLMC etc Understanding of all specific state regulations including but not limited to California and Massachusetts statutes.
Responsibilities
• Identify customer service issues and route them to the appropriate area for resolution.
• Other duties as assigned.
• Uses skip tracing techniques to locate and contact customers.
• Advise customers of their responsibilities under terms of contract.
• Provide individual loan counseling on acceptable repayment terms.
Qualifications
• At least 2 years of Collections or customer service experience.
• PC/ Microsoft Office and predictive dialing experience.
• At least 2 years of professional experience.
• Bilingual (Spanish) preferred.
• Effective communication skills.
• Ability to negotiate to meet objectives.
• Effective negotiation skills and effective follow-up with customers to ensure adherence to repayment terms.
• Knowledge of all applicable collection laws including FDCPA and GLB
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