SBA Collections Specialist

Overview

Job Title: SBA Collections Specialist.

Banesco USA is seeking an SBA Collections Specialist for our SBA Portfolio Managers business unit.

• Responsible for inbound calls regarding client inquiries and concerns about their accounts and bank products and services, ensuring requests are fully satisfied.
• Assist clients with online banking registration, online banking access, password resets, and online wires, ensuring the customer’s identity is verified through the established process.
• Conduct client callbacks maintaining Banesco USA integrity and confidentiality, following procedures for information security.
• Handle complex issues or inquiries to ensure requests are completed in a timely manner.
• Perform follow-up as needed (especially on time-sensitive issues) to meet SLA goals.
• Escalate issues to the appropriate parties when needed.
• Assist with tracking customer data.
• Serve as backup for answering client emails, online banking messages, and assisting customer inquiries or concerns.
• Able to collect and negotiate payments with clients.
• Ability to multi-task: document while conversing with clients, and manage multiple systems simultaneously.
• High attention to detail and accuracy (including written skills).
• Ability to manage and collaborate with a flexible schedule.
• Responsible for completing the annual training program assigned.
• Performs other functions and/or duties as assigned.

• Education:
  
  High School Diploma or equivalent experience.
• Experience:
  
  One (1) year in a customer service role or call center environment.
• Advanced computer skills including proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.).
• Basic knowledge of related State and Federal banking compliance regulations.
• Strong verbal and written communication skills, with the ability to communicate at all levels of the organization.
• Must be bilingual in English and Spanish; ability to fluently speak, understand, read, and write both languages.
• Strong attention to detail and accuracy.
• Ability to multi-task with strong organization, time-management, and prioritizing skills.
• Customer service skills ensuring satisfaction of both internal and external customers.
• Ability to understand and comprehend instructions, procedures, and policies ensuring compliance with the Bank’s policies and procedures.

• Competitive Salary
• PTO
• Hybrid Work Model (remote and on-site)
• Tuition Reimbursement
• Paid Parental Leave
• Medical, Dental, Vision
• 401(k) retirement plan
• Life Insurance
• Supplemental Insurances
• Short-Term & Long-Term Disability

Banesco USA is part of Banesco International, a worldwide group of financial institutions with a presence in 15 countries. We promote the ongoing professional and personal development of our employees, embracing challenges and adapting to today’s changing environment. Our actions are rooted in our Values:
Reliability, Responsibility, Quality, and Innovation. We strive to Leave Our Mark. At Banesco USA, our enthusiastic team works to create a world-class organization in an ever-changing world.