Senior Assistant, Collections

The purpose of this role is to serve as the liaison between TCPR and customers. They oversee accounts to identify overdue payments, report collections activity, address client queries, and develop repayment plans. They are responsible for handling non-routine situations received through the system of records, inbound and outbound calls for collections accounts, complete necessary account maintenance, work accounts efficiently to maintain consistent follow-up, ensuring compliance and to handle all general questions regarding escalated issues. Senior Assistants in Collections will also evaluate and mitigate loss exposure, provide customer-oriented service and problem resolution in accordance with established guidelines and call models.

Responsibilities

Act as liaison between TCPR and customers; Oversee accounts to identify overdue payments, report collections activity, address client queries, and develop repayment plans; Handle non-routine situations through the system of records and inbound/outbound calls for collections accounts; Complete account maintenance and follow-up; Evaluate and mitigate loss exposure; Provide customer-oriented service and problem resolution; Conduct skip traces and prepare skip tracing worksheets before charge-off; Process missing liens and lien releases; Prepare and send letters to cancel products for skips; Ensure delinquency, charge-off and repo goals are met; Document accounts per company policies; Prepare 4019 forms; Process cure letters and agency referrals; Handle bankruptcy accounts according to federal laws; Refer accounts to repossession system and follow up on agency performance; Negotiate payment arrangements; Manage and resolve delinquency on accounts greater than 60 days past due; Make outbound calls to delinquent customers; Ensure compliance with FDCPA; Waive late charges, grant extensions and goodwill adjustments within established guidelines; Research customer requests using Kaizen methodology; Identify and report compliance risks; Participate in process improvement, special projects, and Kaizen projects; Complete mandatory training

Requirements

High School Education or Equivalent; 2-5 years of relevant / progressive work experience (in similar field and/or industry); Intermediate knowledge of MS Office, including Outlook and Excel; Able to manage data and information, create visual representation of data, pivot tables, filter information, SUMIF, COUNTIF, VLOOKUP, etc.; Time management; Strong verbal and written Spanish and English skills; Work collaboratively with other team members; Customer oriented, warmth and empathy; Problem-solving

Nice to have

Four-Year College Degree (BA or BS)