MORTGAGE COLLECTOR -MORTGAGE DEFAULT - FIRSTBANK PR

MORTGAGE COLLECTORMORTGAGE DEFAULT DEPARTMENTFIRSTBANK PROur 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 continuously surpass 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 (OFAC) 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 SucceedConducts 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 collection efforts, including payment promises from customers.Ensures compliance with quality standards and established protocol in each call.Advises 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 request calls from customers.Supports other units in the department when required.Participates in special projects assigned, including collection campaigns.Processes payments via pay by phone application.Requests 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).First Bank Puerto Rico is proud to be an Equal Employment Opportunity Employer and takes affirmative action to employ Women, Protected Veterans, People with Disabilities, and Minorities regardless of gender identity, sexual orientation, and any other legally protected status.
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