Purpose statement -
The collections business control team is responsible for proactively identifying opportunities to improve processes or representative performances efficienciesThrough collaboration, the team works with business partners to ensure compliance and the continuation of trainingOther supporting responsibilities may include quality call monitoring, oversight of collections procedures, and change/project management initiativesThe candidate for this role of business control analyst will have experience in one or more of these key areas and desired to learn the others as the team expands and roles become roles more refined.
Job function description -
Responsible for the day-to-day operations of the company`s business unitsAims 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 riskBuilds the sustainable repeatable capabilities that support the delivery of the highest standards of service and executionEvaluates and ensures that collections meet company objectives, business needs, service agreements, and relevant requirementsResearches and monitors external landscape to identify developments and translate them into operational implications for the company.
Responsibility statements -
Owns solely or as part of a team, one or more key processes that directly support collections.
Identify process gaps and process issues impacting the performance of collections.
Recommends and establishes efficient processes to obtain collection goals and meet strategic initiatives.
Experienced or has a strong familiarity with the project, change, and/or priorities management.
Equivalent or proven ability to solve problems, strong interpersonal skills, and resourceful contributor.
Actively seeks opportunities to enhance processes or recommends automation solutions.
Strong interactive communication skills and able to work up, down, and across the organization.
Maintain or create department-specific or educational materials, including training curriculum or procedures.
Detailed-oriented with the determination to meet obligations and deadlines on time.
Understanding of collections or loan life cycles with a focus on consumer compliance laws and regulations.
Qualifications –
To perform this job successfully, an individual must be able to perform each essential duty satisfactorilyThe requirements listed below are representative of the knowledge, skill, and/or ability requiredReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education –
Bachelor`s degree or equivalent work experience – preferred
Project management professional (pmp) certification – preferred
Work experience – required
1-3 years working in collections or another operating area in a financial services organization
1-3 years working in project or change management roles and/or initiatives
Work experience – preferred
Proficient in all microsoft office programs - microsoft word, excel, outlook, and the internet explorer
Skills –
Agile performer.
Comfortable performing duties while providing quality service in a fast-paced environment.
Strong planning and organizational skills.
Excellent interpersonal/verbal and written communication skills.
Knowledge of consumer protection laws.
General knowledge of banking systems.
Ability to resolve moderate problems with minimal guidance.
Ability to demonstrate a professional phone manner and the ability to work independently
Ability to work in a restrictive environment requiring extended periods of time at a fixed work position
Knowledge of collections lifecycle for all consumer loan and depository products including, but not limited to credit cards, auto, student, and personal loans
Knowledge of creditor obligations such as udaap, fdcpa, fcra, cfpb, tcpa, and ucc
Proven ability to work independently and in a team environment
Physical demands -
Minimal physical effort such as sitting, standing, and walking
Competencies -
Adapts quickly to change and makes suggestions for increasing the effectiveness of change
Appropriately shifts attention and refocuses on new goals because of changes in priorities or competing work demands
Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately
Makes extra effort to satisfy customers’ needs and meet commitments
Assesses problem situations and initiates effective interventions that result in customer satisfaction
Takes time to develop and maintain relationships with customers
Communicates the importance and benefits of risk management to counterparts
Displays natural skepticism and curiosity to question the status quo and uncover issues
Adheres to a good root cause analysis process
Executes risk management processes and procedures without management direction, and demonstrates awareness of expected results
Knows the relationship and impact of actions and results
Understands regulations impacting the supported areas
Organizes and prioritizes workload and tasks for oneself and team members
Actively plans for routine and cyclical work
Sees through complexity and detail to get to the critical issues at hand
Considers the wider context within which problems exist
Understands rationale for change and adjusts schedules and tasks to make things work
Anticipates and plans for changes in work schedules and assignments
At santander, we value and respect differences in our workforce and strive to increase the diversity of our teamsWe actively encourage everyone to apply.
Primary location: reading, pennsylvania, united states
Other locations: -,rhode island-east providence,massachusetts-dorchester,pennsylvania-reading
Organization: santander bank, n.a.
