Associate, Delinquency Management

The Associate, Delinquency Management (External Collections), is responsible for managing collection efforts—through visits and calls—for assigned retail and mortgage loan cases that are 60 days past due. The role ensures optimal delinquency levels, minimizes loan losses, and enables prompt action to protect the Bank's position. This position works hybrid out of Bayamon, PR. Availability to travel is required.

MAIN DUTIES & RESPONSIBILITIES:

• Execute established strategies to maximize collection recoveries on retail and mortgage accounts.
• Physically visit clients whose accounts are overdue to collect outstanding payments.
• Determine which factors are affecting the debtor's responsibility to keep his or hers account up to date; offering counsel about all the alternatives the institution offers to regularize their debt.
• Conduct timely orientation to customers and effective collection follow-up/activity on past due accounts complying with Bank policy and guidelines.
• Ensure correct coding of the loans in the applicable platforms.
• Assure that client information is up to date, if new contact information is obtained process the same through the proper channels to update system, such as residential address, work address and/or telephone changes.
• Ensure that the Payment Processing is completed successfully to prevent errors involving losses for the institution and/or our customers.
• Manage clients' payments and guide them to use Bank's digital platform for future transactions (Auto Pay, SSP, IVR, etc.).
• Complete Relationship Management ticket requests for accounts maintenances and/or customers complaints, when needed.

MINIMUM REQUIREMENTS:

• Associate's Degree in Business Administration, Finance, Accounting or any other related area required.
• Two (2) years of experience in collections, preferably in financial institutions required.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Strong analytical thinking and negotiation skills to assess situations and drive effective resolutions.
• Excellent customer service orientation with clear and professional communication.
• Excellent written and verbal communication skills to manage relationships across all levels of the organization. Fluency in English is preferred but not required.
• Solid organizational and time management skills to handle multiple priorities and meet deadlines.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) for reporting, documentation, and communication tasks. Exposure to AWS Quicksight desirable.
• Willing to travel throughout Puerto Rico and USVI.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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