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Client Services Liaison
Altisource
Tempe, AZ, United States
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Nationwide Credit, Inc. ("NCI") is one of the largest asset recovery agencies in the country and consistently one of the highest rated performers across products on its client scorecards. NCI, a wholly owned subsidiary of Altisource® provides services that focus on high value, knowledge-based functions principally related to real estate and mortgage portfolio management, asset recovery and customer relationship management. Utilizing their integrated technology that includes cutting edge decision models and behavioral based scripting engines, we provide solutions that improve our clients’ performance and maximize their returns.
This position is primarily responsible for the successful, on time end-to-end statement processing. Currently those are the preparation of Seed letters weekly, preparing letters for payments on closed accounts.
• Take receipt of the daily statements and logs
• Prepare and mail statements
• Locate and attach appropriate supporting documentation (cardholder agreements) and disclaimers as needed
• Create letters from existing templates and gain approval from the Communications team prior to sending
• Note account system to provide information to business unit
• Maintains overall ownership and accountability for the statement process and acts as the company Subject Matter Expert
• Maintain inbound correspondence tracker and database of manual letters
• Handle letter copy requests from Clients, Internal Audit, Quality, Legal
• Develop in-depth understanding of letter disclosures required for different states/account-types
• Handle outbound letter requests received from Operations team
• Handle outbound seed letters
• Handle outbound mailing of statements to customers
• Supply volume/performance metrics to internal tracking team
• Proactively identify opportunities and drive process improvement with the help of Client Services Management
• Review, update and create P&Ps to ensure 100% accurate documentation
• Act as back-up for Tempe Client Service
• Other duties as assigned
Key Result Areas:
• 100% on time statement processing (within three days of receipt)
• 100% on time letter processing (within four days of receipt)
• Production of end of day tracking report
• Minimum Quality result of 90% on both statements and letters
Qualifications:
Two years of collections experience preferred, with thorough knowledge of FDCPA and state collection laws. The ideal candidate must possess excellent written and verbal communication skills. Must possess high attention to detail, be able to work independently as well as with a team. Also requires a high degree of confidentiality. Must possess excellent computer skills. Also requires knowledge of Microsoft Word, Excel and Outlook. High School diploma or equivalent is required, Associates degree preferred.