Loan Counselor

Loan Counselor – Grand Pacific Resorts, Tucson, AZ, United States

Advanced Financial Company AZ - Tucson, AZ 85711

Salary Range: $19.00 - $22.00 Hourly

Position Type:
Full Time

Position primarily responsible for contacting delinquent loan borrowers in selected/assigned accounts for Clients by phone, email or letters and to obtain check or credit card payments. To maintain accurate comments and statuses in the NLS database and individual reporting for their assigned accounts. Collaborate directly with Clients for account inquiries, resolutions, new procedures and training. Develop and update AFC policies and procedures for Clients.

• Contact borrowers by phone, email or letters
• Maintain a minimum of 100 calls per day, 15% contact rate and 40% payment to contact rate
• Prepare and send delinquent and no response email and letters to 30, 60 and 90 day past due borrowers
• Maintain accurate comments and statuses in the NLS database
• Properly and accurately comment account in NLS system
• Prepare and submit accurate individual reporting to Collections Manager
• Update account in NLS system with new customer contact information
• Process payments: prepare and accurately complete ACH Tel payments in system and prepare and accurately submit both recurring and one-time credit card payments
• Work directly with White Label Clients: discussion on delinquent accounts, trends and procedures
• Participate in weekly conference calls
• Handle account inquiries and resolutions
• Maintain communication with other departments within AFC
• Provide communication and correspondence to the appropriate AFC Division as it relates to account management and payment processing
• Provide feedback to management with respect to first payment defaults and dissatisfied clients
• Provide trend reports based upon research of delinquent loan accounts
• Keep Collections Manager informed of all progress and challenges
• Conduct research projects as required
• Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence. Demonstrate working knowledge of the service standards and maintain regular attendance in conformance with the standards.

• Excellent phone and communication skills
• Motivated self-starter
• Knowledge of Fair Debt Collection Practices Act/Rosenthal Act
• Excellent attention to account level details
• Proficient in Word, Excel computer skills
• Highly organized

• High School graduate or equivalent (required); preferred 2-year college (associate) degree, 4-year college degree required; advanced degree preferred;
  Masters or MBA required.
• Minimum 1 year experience in collections or outbound call related duties.

• Must be able to work 2 nights per week and 2 Saturdays per month
• All team members must maintain a neat, clean and well‑groomed appearance
• ACA Professional Collection Specialist (PCS) preferred