This position is Hybrid, based at 4910 Tiedeman in Brooklyn, OH or 4224 Ridge Lea in Amherst, NY

Training Hours and Location

100% on-site Monday - Friday

8:00am - 5:00pm ET

Regular Hours and Location

Hybrid Monday - Friday

In-office 2 days per week on Wednesdays and Fridays

Hours are 8:00am - 4:30pm ET

1 late shift of 12:30pm - 9:00pm ET is required each week

JOB BRIEF:

A Default Escalations Senior Specialist is responsible for supporting the Default Collections and Recovery Teams in high-level research, industry knowledge and first-line manager calls. As a Default Escalation Senior Specialist, you will work to solve complex problems using independence of thought, detailed research, and teamwork.

In addition to day-to-day obligations, Escalations may assist with complex tasks, some manager functions, and diverse bank-wide inquiries. This position will interact with various business partners (all Default product lines, Servicing, Legal, Vendors etc.,).

ESSENTIAL JOB FUNCTIONS:

• Individuals at this level use independence of thought to solve complex problems and are seen as a subject matter expert
• Fully proficient in duties and works under limited supervision
• Reviews and ensures proper procedures are used and may provide coaching opportunities as needed
• Identifies and resolves complex issues that do not have established guidelines
• Proven ability to handle customer service inquiries and diffuse difficult customer situations independently
• Knowledge of bank products, loan documentation and payments
• Knowledge of banking policies, procedures, and governmental regulations
• Negotiate payment arrangements to reduce delinquency

COMPETENCIES/SKILLS:

• Ability to multi-task, meet deadlines and set goals while working under pressure
• Strong interpersonal skills, with a demonstrated ability to work within a team structure
• Open-minded and adaptable to new ideas in a changing environment
• Consistently develop knowledge base of internal and external processes
• Commitment to continuous improvement

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent is required
• Minimum 2 years of experience in a client-facing role, preferably in default
• Proven excellent verbal/written communication
• Demonstrated leadership, customer service, & de-escalation skills
• Provides project support or additional tasks assigned by management
• Excellent analytical, problem solving/decision making skills
• Comfortable navigating multiple computer servicing systems and applications
• Proficient in Microsoft Office applications

PREFERRED QUALIFICATIONS:

• College or equivalent work experience in a financial institution environment
• Able to read and interpret legal documents

This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.