Collections Counselor

TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (overnight travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MA, MD, MI, MO, NE, NC, OH, PA, SC, TX, & VA.

SUMMARY:

The Collections Counselor is responsible for collections and performance monitoring (via alerts supplied by a third-party vendor) of the Bank's small business credit card portfolio. This role is designed to be consultative to the customer with collection of the delinquency a natural outgrowth of these consultative efforts. The position also performs collection related duties including, but not limited to, daily interaction with outsourced collection vendors, assisting on the collection efforts of late-stage consumer and business delinquencies, and processing of requests for hardships/workouts.

Work requires judgment, initiative, tact, and compliance with all applicable laws and regulations. Procedures are generally well defined; supervision is received in policy and interpretive matters.

DUTIES & RESPONSIBILITIES:

• Manages inbound and outbound calls and communications related to small business accounts, which includes determining reasons for delinquency and establishing payment plans to cure account delinquencies.
• Establish and maintain rapport with habitually delinquent small business cardholders. and/or accounts in hardship/workout programs.
• Tactfully educate the cardholder while providing long term solutions to delinquency.
• Use problem solving techniques to help overcome cardholder objections.
• Negotiate suitable pay arrangements while stressing urgency and follow up as needed.
• Assist in the collection efforts of late-stage consumer delinquencies as needed.
• Perform monthly reconciliations on invoices presented by outside collection and/or recovery agencies (consumer and small business related).
• Work with AVP Collections to continually refine the performance monitoring tools used on the small business card portfolio.
• Adhere to Collection Policies and follow established procedures (i.e., Collection, Operating, Recovery, etc.).
• Comply with appropriate regulations (i.e., Fair Debt Collection Practices Act [FDCPA], Fair Credit Reporting Act [FCRA], and Equal Credit Opportunity Act - a.k.a. REG. B [ECOA], Service Members Civil Relief Act [SCRA], Bankruptcy Reform Act [BRA], etc.).
• Leverage Agent Bank Relationship where appropriate to achieve success in collection efforts.
• Keep current with the activities and pronouncements of the CFPB and ensure that the Bank's collection activities foster compliance with these activities/pronouncements.
• Assists in the completion of vendor research requests.
• Other duties as assigned.

QUALIFICATIONS:

• High School Diploma or its equivalent. Some college experience preferred.
• Minimum of 3 to 5 years work experience in a general business atmosphere with a focus on customer service and collections.
• Experienced in delivering a high level of customer service using effective professional communication skills.
• Above average understanding of and work experience within the financial services industry is strongly preferred.
• Must have intermediate skills in Excel, Word, and Outlook.
• Physical Requirements:
  
  None
• Highly organized with excellent attention to detail; effective interpersonal skills; timely completion of all tasks.

TCM Bank, N.A. embraces the diversity of its applicants and employees and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic protected by applicable law.

The actual compensation offered to the candidate will be finalized at the offer and may be above or below the posted range due to skill level, experience, industry-specific knowledge, education/certifications, etc. The offer rate represents one component of TCM Bank's total compensation package. Employees will also receive several benefits as listed below. Other compensation for this position may include bonus eligibility in the TCM Bank Annual Bonus Plan.

Benefits Offered:

• Competitive medical, dental and vision benefits
• 401(k) and Roth 401(k) retirement plans with company match
• Flexible spending accounts (medical and dependent care)
• Company-paid parental leave
• Educational assistance
• Company-paid continuing education credits
• Paid employee assistance program
• 12 paid holidays, including (3) Paid Employee Appreciation days each year, (2) Celebrate You Days for your Birthday & Anniversary, and company events. (More than your average company!)
• Multiple time-off options for vacation, volunteering, or caring for yourself or loved ones.

TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectationswouldbe at least 4 times (overnight travel) per year.…