This is a TEMPORARY position
JOB SUMMARY:
The Adjuster position is responsible for collecting and servicing defaulted consumer loans from initial delinquency up to charge-off/recovery. While undertaking these activities, the Adjuster is required to adhere to Bank policies and procedures as well as all applicable regulations such as, but not limited to, the Fair Debt Collection Practices Act. The loan types the Adjuster primarily services include installment, revolving, auto, boat, and residential mortgage loans. Adjusters are expected to deliver a high level of customer service and demonstrate excellent communication skills. Therefore, an Adjuster must clearly and effectively communicate with customers through telephone contact as well as through electronic and written correspondence.
The Adjuster is expected to mitigate delinquency rates on their assigned accounts using effective and professional collection and customer service techniques. In addition, an Adjuster must promptly investigate, resolve, and/or escalate customer concerns. An Adjuster must try to identify reasons for customer delinquency and demonstrate effective negotiation skills to collect payments, establish promise to pays, and make referrals for hardship assistance, when applicable. The Adjuster must meet or exceed performance standards as set by the Collections Department Manager. Scope of work may include servicing of current accounts, skip tracing, servicing other loan types, and working on special projects from time to time, as required by department Manager. The Adjuster will be required to attend various training and continuing education courses.
ESSENTIAL JOB FUNCTIONS:
- Works well in a remote working team environment while accomplishing individual and team goals.
- Manage daily portfolio of delinquent account calling queues which include maintaining making notes on customer responses, promises to pay, as well as following up on customer calls.
- Maintain adequate collection notes and account documentation within our loan servicing systems that accurately reflect activity and action taken on loan accounts.
- Effectively manage and de-escalate difficult customer interactions.
- Maintain professionalism throughout the collections process, including when establishing borrower contact through inbound and outbound calls, emails, or other methods of communication.
- Review, investigate, research, problem solve, and respond to customer account history disputes and inquiries, whether over the telephone or in written response format, as well as escalate to Collections Manager as required.
- Demonstrate sound decision-making ability when servicing delinquent loan accounts and interacting with borrowers.
- Maintain good communication with the Collections Manager to escalate situations adversely affecting delinquent account collection and customer complaints.
- Ability to cross-train and effectively multi-task while fulfilling core responsibilities and supporting team efforts.
- Meet or exceed performance goals, metrics, and expectations in a remote team environment.
- Participate in and provide feedback on periodic performance conversations.
- Monitor and measure personal performance to gauge personal effectiveness through the month and deliver upon established performance expectations.
- Adhere to the highest legal and ethical standards applicable to our industry while observing both the spirit and letter of all applicable government regulations and laws and Bank policies and procedures.
- Build solid relationships and effectively communicate with other internal departments such as retail lending, branch banking, loan operations and other Bank employees to ensure timely resolution of defaulted and maturing loans.
- Conduct skip tracing to identify and update borrower location and contact information.
- Prepare, proof-read and verify accuracy of written correspondence to borrowers in default including but not limited to default, demand, pre-acceleration and acceleration letters.
- Prepare forms and reports to the Collection Manager such as charge-off forms.
- Coordinate 3rd party field visits to the collateral properties of delinquent accounts in accordance with Bank policy and procedure.
- Manage delinquent residential mortgage loans in accordance with Fannie Mae and Freddie Mac (GSE) servicing guidelines, including loss mitigation and default management requirements.
- Apply knowledge of GSE workout options, including repayment plans, forbearance agreements, loan modifications, and other retention solutions.
- Ensure compliance with investor timelines, borrower outreach requirements, and documentation standards mandated by Fannie Mae and Freddie Mac.
- Review borrower financials and hardship documentation to determine eligibility for GSE loss mitigation programs.
- Maintain strict adherence to regulatory and investor reporting requirements, including proper account coding and milestone tracking.
- Consent to being recorded on inbound and outbound calls in the course of fulfilling the responsibilities of the role.
- Additional responsibilities as assigned by the Collections Manager and Bank leadership team.
- Adhere to Seacoast Bank’s Code of Conduct.
EDUCATION AND/OR EXPERIENCE:
- High School Diploma.
- 1-2 years of collections or comparable customer service experience preferred.
- Ability to write clear and effective correspondence to customers, including demand letters and emails.
- Ability to speak professionally to individuals over the telephone and via video conferencing while influencing results, responding to inquiries, and providing excellent internal and external customer experience.
- Proficient utilization of core bank operating systems, MS Word, MS Excel software, or other technical applications and systems at an intermediate level, as needed.
- General banking or finance knowledge as well as working knowledge of loan products including installment, revolving and residential mortgage.
- General debt collection knowledge that includes applicable regulatory requirements such as the Fair Debt Collection Practices Act (FDCPA).
- Ability to productively work, deliver results, and promote positive team culture in a remote working environment.
- Strong analytical and problem solving skills.
The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.
