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Santander Holdings USA Inc: Early stage collections

Santander Holdings USA Inc

This is a Full-time position in Chandler, AZ posted June 12, 2020.

DescriptionWith over 3.1 million customers and $60 billion in managed assets, Santander Consumer USA (NYSE: SC) is a full-service, technology-driven consumer finance company focused on vehicle finance and third-party servicing.

Additionally, operating as Chrysler Capital we provide full-spectrum automotive finance for Chrysler Group dealers; direct-to-consumer lending solutions; plus fleet, lease, floorplan and business lending solutions.

We are committed to providing excellent service to our customers, our people and our community by placing our Simple, Personal, and Fair values at the center of everything we do.

For more information visit We offer a comprehensive benefits package that includes medical, dental, vision and prescription drug coverage which you are eligible for on your date of hire.

We also offer a minimum of 18 days of PTO, 10 paid holidays, tuition reimbursement, 401(k) with immediate company match of 6% and volunteer PTO time..The Representative, Collections is responsible for partnering and collaborating with mid and late stage delinquent consumer borrowers and arranges payment plans to correct delinquent loan situations as they arise, ensures that payments are received in a timely manner to minimize losses.

Job Family: Business OperationsResponsible for the day-to-day operations of the company’s business units.

Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk.

Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution.

Analyzes and reviews data tools, business processes and operational standards to execute service delivery.

Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements.

Researches and monitors external landscape to identify developments and translate them into operational implications for the company.Job Function: CollectionsAccountable for the day-to-day support of consumer loan and lease accounts in all stages and statuses in order to ensure that payments are received in a timely manner and to minimize losses.

Ensures adherence to internal policy and external regulations.

Supports respectful customer experiences throughout life of loan.Summary of Responsibilities:The Representative, Collections is responsible for daily collection calls on early stage consumer debts and updating collections system account entries.

The incumbents assists in identifying the reason for customer inquiry and/or delinquency and assists the customer in resolving the problem permanently, to avoid any further delinquencies and minimize loss to the Company.Essential Functions:Daily collection calls on early stage consumer debts and updating collections system account entries.Collects delinquent installment and revolving loans by contacting borrowers by telephone or correspondence to obtain payment, performing proper documentation.Educates the customer about the terms of the contract.Seeks to identify the reason for customer inquiry and/or delinquency and assists the customer in resolving the problem permanently.Meets assigned standards and expectations as required.Adheres to all company policies and procedures.Collects in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA).Maintains current knowledge of regulations, industry trends, and economic conditions that may affect the collections function.Assists with special projects as requested.Other duties as assigned.Requirements:Experience 0-3 years experience in customer service or collections preferred.Skills & Abilities Ability to maintain confidentiality at all times.Ability to initiate collections process and communicate in an assertive, compassionate, respectful, and successful manner.Strong verbal and written communication skills.Must have a basic working knowledge of regulations and collection policies and procedures.Proficient organizational and time management skills.Ability to understand collection laws.Computer proficiency, including Microsoft Word skills and Excel, Internet, familiarity with collections software and programsStrong customer service skills.Ability to maintain poise under pressure.Competencies:Collaboration Conflict Management:Foundational Learning and DevelopingDemonstrates concern for treating people fairly and equitablyCustomer Focus Customer Satisfaction:Foundational Learning and DevelopingDemonstrates the organization’s customer service standardsCustomer Focus Customer Understanding:Foundational Learning and DevelopingActively seeks information to understand customer needsExecution Accountability:Foundational Learning and DevelopingMaintains professional behavior at all times in representing the companyDoes all routine work accurately and on-time; is aware of own impact on othersProblem Solving Solution Definition:Foundational Learning and DevelopingCollects data and relevant facts to communicate problemsPresents the general outline and direction of the solutionRisk Management Knowledge of Risk Management Policies, Regulations, Processes and Procedures:Foundational Learning and DevelopingLearns about and diligently follows established risk management policies, processes and proceduresEmployer’s Rights:This job description does not list all the duties of the job.

You may be asked by your supervisors or managers to perform other duties.

You will be evaluated in part based upon your performance of the tasks listed in this job description.The employer has the right to revise this job description at any time.

This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.