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Debt Specialist Iii

4 months ago

Phoenix, United States TD Bank Full time

**Work Location**:
Remote Phoenix (AZ)

**Hours**:
40

**Pay Details**:
$22.75 - $33.25 USD

**Line of Business**:
Personal & Commercial Banking

Debt Specialist III reduces losses by negotiating and collecting payment on delinquent retail, consumer, residential or auto accounts.

Hours:
7am to 4pm M-F

**Depth & Scope**
- Performs multiple and/or diverse tasks that cover a wide range of complexity
- Requires advanced skills and expertise in a range of products and services, processes, procedures and systems or requires deep skills in a set of focused areas
- Understands how related teams coordinate their efforts and resources to achieve objectives of a unit
- Gathers and analyzes data to identify and solve complex problems
- Uses sound judgment and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
- Communicates unusual and/or complex content in a clear manner; handle sensitive information
- Area(s) assigned are of moderate size and complexity and typically involves last efforts to prevent loss
- Conducts detailed investigative work to find missing borrowers, regularly utilizing skip tracing and other techniques
- Complies with all pertinent department/bank policies and procedures
- Elevates issues that may result in foreclosure or repossession when necessary
- Suggests changes or modifications to policies and procedures to supervisor based on day-to-day observations and activities Serves as entry point for the identification, routing and documentation of all pertinent collection support processes (i.e. modifications, bankruptcy, skip-tracing, etc.)

**Education & Experience**:

- High School Diploma or GED required
- 2+ Years of related experience
- Demonstrated strong phone skills to effectively work with customers
- Negotiation experience with demonstrated positive outcomes
- Sales skills making regular phone calls, presenting Company in positive way to Customers and tactfully but firmly collecting payments
- Knowledge of and ability to explain wide variety of consumer loan products
- Writing ability to clearly document calls PC skills sufficiency

**Customer Accountabilities**:

- Supports the Bank's Customer Service Strategy
- Contributes to decisions that impact the well-being of TD, its customers and stakeholders
- Provides excellent customer service when dealing with internal partners, vendors or our customers
- Supports quality service delivery at every interaction
- Contributes to the ongoing improvement of the partner/customer experience within the team
- Makes outbound calls via an automated dialer or takes inbound customer phone calls to negotiate payment arrangements
- Collects payments on early delinquent accounts, obtaining commitments from customers late on loan payments according to established procedures
- Coordinates with attorneys, realtors, credit counselors, servicing representatives, and internal Company personnel to facilitate collection activities
- Documents calls, attempted calls and other account-related activities to customers and third parties thoroughly on computer system to maintain current account status. Schedules accounts for follow-up
- Researches customer accounts to resolve payment disputes
- Communicates with other departments as necessary to obtain and verify information
- Follows up with customers to ensure matters are resolved and payment terms are agreed upon
- Orders and sends letters and other correspondence to make initial contact or follow up with delinquent customers
- Determines reasons for customer delinquencies and uses standard methods and procedures to secure payment
- Evaluates customer's capacity to handle the debt
- Identifies reasons why customers can or cannot pay
- Assists customers in processing insurance claims and requests for contractual rebates
- Reviews accounts for adherence to department policies as well as state and federal laws and regulations
- Completes necessary account documentation, involving inside and outside personnel as needed, and may recommend accounts to be reviewed for foreclosure, repossession, charge off, and or litigation
- Works with customers or agents of customers to resolve delinquency and avoid default or adverse action

**Shareholder Accountabilities**:

- Participates in activities to help promote growth and development of the community and help create a positive image for TD
- Supports cost savings opportunities
- Successfully completes all required job specific, compliance-related training, as well as understand, utilize and follow compliance/risk and control programs
- Complies with internal / external audit and regulatory requirements
- Contributes to prompt and comprehensive response to all external audit, regulatory and compliance requests and findings, and maintains appropriate records of action plans
- Reminds borrowers of financial obligations and explains implications of debt nonpayment
- Takes action as appropriate to mitigate the banks exposure as