Job Purpose & ScopeCalling on past due customers to bring current outstanding account or loan obligations.Essential Job Functions
Locate customers with whom the bank has lost contact, using various skiptracing methods.
Tactful and resourceful in probing for information leading to the location of the customer and/or asset.
Communicate with borrowers in attempting to obtain payment, using various means of contact such as telephone and letters.
Utilize effective communication skills and various forms of persuasion to present a positive bank image in an already negative situation.
Utilize methods of collection under terms of the contract, depending on the feasibility and applicability of each case if initial collection attempts do not secure required payments.
Document all collection actions taken, such as telephone conversations, alternative financial arrangements made, letters mailed within the system of record.
Maintain positive relations with all customers, discussing sensitive personal financial circumstances in a frank, yet tactful manner.
Follow all federal, state and municipal collections laws, to include the Fair Debt Collections Practices Act (FDCPA).
Make a minimum of 15 calls per hour.
Be available and present to work a 40 hour work with the potential for occasional overtime work.
Adhere to a regimented talk-off call script outlined by senior management by utilizing urgency in the talkoff by respectfully dunning the customer to bring their past due accounts current by making payment.
Follow all directives outlined by senior management.
Exercise discretion and good judgement in the performance of essential job functions.
Maintain good punctuality and attendance.
Knowledge, Skills & Abilities
Knowledge of general banking principles
Strong customer service skills
Good analytical and problem solving skills
Working knowledge of federal, state and municipal collection laws
Excellent communication skills (verbal and written)
Computer skills including Microsoft Word and Excel.
Ability to multi-task.
Ability to work under general supervision.
Ability to work well under pressure and with deadlines.
Ability to maintain confidentiality of all customer and bank records/information at all times.
Good interpersonal skills to discuss sensitive financial situations in a tactful manner and maintain the bank’s image.
Basic math skills
Ability to demonstrate empathetic listening skills
Ability to diffuse customer dissatisfaction
Maintains good punctuality and attendance
Basic Qualifications
Minimum 1 year experience with Computer skills including Microsoft Suite (Word and Excel)
Minimum 6 months customer service experience
Prior collection experience is preferred
Prior experience working in a call center is preferred
High school diploma or equivalent
Job ExpectationsJob Expectations: Operate customary equipment and technology used in a business environment, with or without accommodation.Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.EEO StatementBank OZK is an equal opportunity employer and give consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.
