Collections Spoc Ii

At BBVA, we're working to make banking better for everyone. That's where you come in. We're looking for smart, team-oriented people who want to be part of a world-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.
Work with customers to remedy their financial hardship by leveraging default resources from the onset of the need for assistance
Contact customers to answer inquiries, review options, set expectations, provide solutions and provide status updates to through the entire process as the customers dedicated, single point of contact
Review and process both short and long term hardship requests
Follow up with customers and assist with completion of hardship packages or other forms as needed
Partner with multiple internal departments (loss mitigation, foreclosure, bankruptcy, collections, etc.) in order to effectively communicate all default statuses to the borrower
Oversee the hardship packages through the Loss Mitigation process to ensure milestones are met
Communicate underwriting decisions on hardship requests to the customer. Communicate modification agreement terms to approved customers and gain their acceptance. Communicate other alternatives to customers who are declined.
Track the completion of hardship packages and monitor loss mitigation trail payment plans
Ensure efficient transition of accounts to the appropriate Collection and Recovery Unit as applicable
Accurately document hardship process details in the appropriate bank systems
Achieve goals and meet assigned deadlines in a timely manner
Comply with company and regulatory requirements
Required Qualifications:
High School diploma
Ability to determine the nature of a customer problem, provide the best solution and respond with professionalism
Excellent level of attention to detail and highly organized
Demonstrated ability to follow policies, procedures and guidelines
Proven ability to make sound decisions
Excellent verbal and written communication skills with internal and external sources
2+ years of call center experience
Strong negotiation and problem solving skills
Strong relationship building skills/Customer centric
Ability to work under stringent deadlines stressing urgency to achieve monthly goals within expected quality parameters
Demonstrated ability to foster process improvements in the workplace
Ability to work in a fast-paced team environment with minimal guidance
General knowledge of the Foreclosure, Loss Mitigation and Recovery process
Proficient in Microsoft Office Suite
Preferred Qualifications:
Specialized knowledge of lending and repayment remedies
Specialized knowledge of Forbearance, Loss Mitigation and Recovery remedies
Baseline knowledge of regulatory guidance related to SPOC & Loss Mitigation
Prior collection experience
Bi-lingual (Spanish and English)
Associate's or Bachelor's Degree
2+ years experience as a coach or team leader in a collection call center environment

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