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TIAA Servicing Debt Counselor in JACKSONVILLE, Florida

Company Overview

As a part of TIAA’s Financial Solutions business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.

Primary Characteristics

Works within the Homeowner Solutions Team (Default) Contact Center and contacts clients to remedy delinquency or non-payments. Determines appropriate collection alternatives to settle shortfalls while adhering to regulatory and agency guidelines. Provides loss mitigation options and works closely with the Loss Mitigation Relationship Managers to ensure client understands options available.

Essential Functions

  • Makesan analytical assessment of each mortgagors financial standing and be ableto discuss the available options with them in a professional manner.

  • Maintainsquality service to all clients on inbound and outbound calls while beingcourteous and responsive.

  • Maintainsclient records by verifying and updating account information whilecapturing reason for delinquency.

  • Contributesto team effort by answering customer phone calls in a timely manner; bycompleting all duties as assigned.

  • Demonstratesproficiency in product knowledge, schedule adherence, and meeting calltime and quality standards.

  • Handlescalls in a timely manner by listening, determining the reason for thecall, selecting and explaining best solutions, expeditingto management, if applicable, and/or following up with the client asrequired.

  • Discussesand proposes various workout options with the clients.

  • Completesproper documentation of the workstation.

  • Monitorsand follows-up on repayment plans.

  • Completesproper closure of workouts on the workstation.

  • Ensuresall investor/insurer guidelines are met.

  • Takesownership in problem resolution.

Knowledge, Skills, and Abilities Requirements

  • Effectiveverbal and written communication skills. Capable of tailoringcommunication to each unique situation. Active listener and good withprobing to clarify any ambiguity.

  • Proficientcomputer and keyboard skills

  • Workingknowledge of the MSP system

  • Ability towork well under pressure

  • Ability towork well in a team oriented environment

  • Ability tohandle multiple tasks while maintaining a high level of service

  • Detailedoriented

  • Excellentorganizational and time management skills

  • Strong analyticalskills

  • Mustdemonstrate strong commitment to customer service excellence

Required MinimumQualifications

  • High School Diploma or equivalent

  • 2 years customer service and/orcollections experience

  • Proficient knowledge ofservicing system(s)

Preferred Minimum Qualifications

  • 1 years in a financialenvironment

  • Knowledge of various mortgageservicing investor/insurer guidelines

Equal Employment Opportunity is not just the law, it’s our commitment. Read more about the .

If you need assistance applying due to being visually or hearing impaired, please email .

We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Additional Information

  • Requisition ID: 1726511

Company: TIAA Bank

Post Date: May 15, 2020