MORTGAGE COLLECTOROur CompanyAt FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client's expectations.Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.A Brief OverviewMakes collection efforts over the telephone to FirstBank's customers with their mortgage payments in arrears. Accountable for adhering to the Bank's BSA, AML and Office of Foreign Asset Control (OFCA) applicable policies. Employees must follow specific unit procedures developed in compliance with the policies. The employee is also responsible for reporting any suspicious activity and/or transactions in accordance with the Bank's processes and complying with any mandatory BSA, AML and OFAC training assigned.What You'll Need to Succeed· Conducts his/her collection efforts to customers with their mortgage loan in arrears, over the telephone, using the Lyrical and MSP systems, and complying with the average standard of daily number of calls.· Registers in system the results of his/her collection efforts, including the payment promises from customers.· Ensures his/her compliance with quality standards and established protocol in each call.· Advise customers on their payment alternatives through the Loss Mitigation Program to avoid foreclosure.· Refers all accounts with mortgage intervention situations, or internal payment verification, for analysis and investigation, using the Task Tracking screen in the MSP program.· Receives and refers all service requests calls from customers.· Supports other units in the departments, when required.· Participates in special projects assigned, including collection campaigns.· Process payments via pay by phone application.· Request services through CCW application for updates and maintenance regarding delinquent loan information.What You'll Need:· Associate degree. A combination of formal education and experience may be considered.· Two years' experience in general office work, and customer service.· Full bilingual (Spanish/English).· Experience in Banking Collection field preferable.· Customer service: Manages difficult or emotional customer situations and responds promptly to customer needs.· Teamwork: Contributes to building a positive team spirit· Ethics: Treats people with respect and upholds organizational values· Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality.· Computer literate (Word, Excel)EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
