p>ESSENTIAL DUTIES & RESPONSIBILITIES: • Communicates with early stage delinquent customers via outbound collection calls/emails/texts to resolve delinquency and reduce losses; recommends appropriate payment programs where applicable to assist customers experiencing a financial hardship • Promptly handles inbound customer calls/emails/texts directly or transferred from third-party sub-servicer related to delinquency, hardship, complaints, system shut-off, or loan assumptions • Communicates as necessary to third-party servicer account changes or required adjustments • Confers with existing customers by telephone and/or email in an attempt to resolve escalated complaint issues not related to product/contractor performance • Performs skip tracing activities as needed to locate and contact delinquent customers • Document all customer interactions/account activities with concise and detailed account notes • Adhere to all Dividend policies and procedures, including State and Federal collection regulations • Other projects and duties as assigned.
MINIMUM KNOWLEDGE & SKILLS REQUIRED:
• High School diploma or equivalent • 1-2 years of Collections and Customer Service Experience • Strong organizational skills and attention to detail • Excellent written and verbal communication skills • High-level proficiency in Microsoft Suite • Ability to multitask, prioritize projects, and report to several managers • A high level of enthusiasm, collegial attitude, and a willingness to perform a wide range of tasks • Ability to work independently as well as collaboratively • Desire to work in an entrepreneurial but highly professional culture • Experience with Salesforce preferred • Bilingual - Spanish preferred.