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Small Business Collections Specialist

289933BR
Call Center
Greenville, SC
October 27, 2020

Company Overview

About TD Bank, America’s Most Convenient Bank®

TD Bank, America’s Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US.

TD Bank, America’s Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol “TD”. To learn more, visit www.td.com.

Department Overview

The Small Business Debt Specialist is primarily responsible for promoting strong Customer relationships in a Call Center environment by providing quality Customer experience and collection activity, focusing on Small Business. Achieves a high level of success by understanding Customer needs and conducting oneself in a highly professional manner.

Job Description

• Handles a large volume of outbound and inbound collection calls with a focus on small business collections
• Handles internal emails and communicates timely with internal and external customers around questions and concerns for small business accounts
• Evaluates and researches accounts thoroughly to determine the best approach to resolve each account
• Evaluates and selects appropriate solutions from established options and conveys the message to customers through written correspondence where appropriate
• Responsible for thoroughly and accurately documenting the progress made to each account
• Handles own workload, coordinates tasks and services with others
• In addition to day to day, task specialist will handle Collections overflow calls
• Follows standardized procedures and practices; stays up to date and recommends opportunities to improve processes to streamline the workflow or improve any gaps; Uses communication skills to exchange technical or process information with composure and ensure underlying details are clarified
• Monitors customer delinquencies and secure payment through collection efforts
• Manages key relationships with internal (e.g. sourcing teams) and external stakeholders
• Acts as workout liaison between Small Business Banking and Lending Financial
• Additional responsibilities may be assigned at the Manager’s discretion or as the business needs
• Flexible hours between Monday – Saturday.

Requirements

  • Must be eligible for employment under regulatory standards applicable to the position.
  • • Bachelor’s Degree preferred but not required
    • 2 year degree or progressive work experience required
    • 3+ years related experience required
    • Expert at telephonic communication required
    • Demonstrated excellent skills with full range of loss prevention and loss recovery techniques
    • Ensures effective and efficient processes are in place to manage the business and maintain day-to-day operations
    • Proven discipline to exhaust every available resource to minimize pre- or post-term losses/recoveries
    • Broad knowledge of collections policies and procedures and other relevant banking operations experience is required
    • Extensive negotiation and experience to deal with complex accounts
    • Demonstrated attention to detail and the ability to prioritize workload to meet department objectives efficiently
    • Excellent written and verbal communication skills
    • Proven ability to work cooperatively with peers and managers to bring accounts to favorable resolution while building a positive work environment
    • Proficient PC Skills including a strong competency in MS Excel, MS Office, MS Outlook
    • Capable of handling confidential information
    • Oversees and/or independently performs tasks from end to end
    • Works autonomously and is accountable for acting as a lead within a specialized business management function and may provide work direction to others
    • Ability to handle multiple tasks and processes effectively and efficiently
    • May interact with any hierarchy level up to executive leaders
    Must be eligible for employment under regulatory standards applicable to the position.

    Collections experience is highly preferred.

    Hours

    40

    Inclusiveness

    At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.

    If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

    EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.