Customer Payment Specialist

Job Title: Customer Payment Specialist

Job Summary:

The Customer Payment Specialist is responsible for contacting customers who have not met their payment obligations to arrange repayment plans or settlements.

Central Tasks and Accountabilities:

• Manages incoming and outgoing calls to resolve delinquent accounts in real estate and non-real estate sectors while identifying the root causes of delinquency.
• Ensures accurate distribution and posting of all indirect loan payments.
• Oversees maintenance of loan files.
• Handles telephone transactions for sending payments to the main office to aid the reconciliation process.
• Guides customers on financial obligations and presents possible options and recommendations.
• Keeps thorough documentation of account statuses and collection actions in the bank’s official system.
• May require working hours outside the standard 8-5 schedule for effective collection activities.
• Ensures departmental documentation and operations comply with relevant laws, regulations, and policies, including completion of mandatory compliance training.
• Demonstrates knowledge of various core operating systems.
• Performs other duties as assigned, including training new associates, overseeing the general inbox for Consumer Collections, managing Total Loss/Captive Claim accounts, handling Debt Management accounts/spreadsheets, and supporting Policies and Procedures implementation.

Qualifications:

• Ability to read and understand basic instructions, short correspondences, and informal memos.
• Proficient in analyzing and interpreting financial reports and legal documents.
• Skilled in drafting straightforward business letters and standard reports.
• Capable of preparing written responses to customer complaints, regulatory agencies, or business professionals.

Education And/Or Experience:

• HS Diploma/GED.
• Six to eight years of collections experience, or the ability to perform essential duties effectively.

Computer Skills:

• Proficient in using the Jack Henry platform, MS Word, Outlook, and Excel.

Other Qualifications:

• Strong telephone skills and customer service capabilities.
• Excellent verbal and written communication skills.
• Exceptional organizational skills.
• Proficiency with Microsoft Office products.
• Consistent attendance and punctuality.
• Friendly and professional demeanor.

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