Debt Specialist III (Us)

Work Location:

Phoenix, Arizona

Hours:

40

Pay Details:

$22.75 - $33.25 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Personal & Commercial Banking

Job Description:

Debt Specialist III reduces losses by negotiating and collecting payment on delinquent retail, consumer, residential or auto accounts.

Hours: 5am to 2pm Mon-Sat (Wed or Thurs off) AZ time

8am to 5pm Mon-Sat (Wed or Thurs off) Jacksonville time

Depth & Scope

• Performs multiple and/or diverse tasks that cover a wide range of complexity

• Requires advanced skills and expertise in a range of products and services, processes, procedures and systems or requires deep skills in a set of focused areas

• Understands how related teams coordinate their efforts and resources to achieve objectives of a unit

• Gathers and analyzes data to identify and solve complex problems

• Uses sound judgment and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

• Communicates unusual and/or complex content in a clear manner; handle sensitive information

• Area(s) assigned are of moderate size and complexity and typically involves last efforts to prevent loss

• Conducts detailed investigative work to find missing borrowers, regularly utilizing skip tracing and other techniques

• Complies with all pertinent department/bank policies and procedures

• Elevates issues that may result in foreclosure or repossession when necessary

• Suggests changes or modifications to policies and procedures to supervisor based on day-to-day observations and activities

• Serves as entry point for the identification, routing and documentation of all pertinent collection support processes (i.e. modifications, bankruptcy, skip-tracing, etc.)

Education & Experience:

• High School Diploma or GED required

• 2+ Years of related experience

• Demonstrated strong phone skills to effectively work with customers

• Negotiation experience with demonstrated positive outcomes

• Sales skills making regular phone calls, presenting Company in positive way to Customers and tactfully but firmly collecting payments

• Knowledge of and ability to explain wide variety of consumer loan products

• Writing ability to clearly document calls

• PC skills sufficiency

Customer Accountabilities:

• Supports the Bank's Customer Service Strategy

• Contributes to decisions that impact the well-being of TD, its customers and stakeholders

• Provides excellent customer service when dealing with internal partners, vendors or our customers

• Supports quality service delivery at every interaction

• Contributes to the ongoing improvement of the partner/customer experience within the team

• Makes outbound calls via an automated dialer or takes inbound customer phone calls to negotiate payment arrangements

• Collects payments on early delinquent accounts, obtaining commitments from customers late on loan payments according to established procedures

• Coordinates with attorneys, realtors, credit counselors, servicing representatives, and internal Company personnel to facilitate collection activities

• Documents calls, attempted calls and other account-related activities to customers and third parties thoroughly on computer system to maintain current account status. Schedules accounts for follow-up

• Researches customer accounts to resolve payment disputes

• Communicates with other departments as necessary to obtain and verify information

• Follows up with customers to ensure matters are resolved and payment terms are agreed upon

• Orders and sends letters and other correspondence to make initial contact or follow up with delinquent customers

• Determines reasons for customer delinquencies and uses standard methods and procedures to secure payment

• Evaluates customer's capacity to handle the debt

• Identifies reasons why customers can or cannot pay

• Assists customers in processing insurance claims and requests for contractual rebates

• Reviews accounts for adherence to department policies as well as state and federal laws and regulations

• Completes necessary account documentation, involving inside and outside personnel as needed, and may recommend accounts to be reviewed for foreclosure, repossession, charge off, and or litigation

• Works with customers or agents of customers to resolve delinquency and avoid default or adverse action

Shareholder Accountabilities:

• Participates in activities to help promote growth and development of the community and help create a positive image for TD

• Supports cost savings opportunities

• Successfully completes all required job specific, compliance-related training, as well as understand, utilize and follow compliance/risk and control programs

• Complies with internal / external audit and regulatory requirements

• Contributes to prompt and comprehensive response to all external audit, regulatory and compliance requests and findings, and maintains appropriate records of action plans

• Reminds borrowers of financial obligations and explains implications of debt nonpayment

• Takes action as appropriate to mitigate the banks exposure as well as complying with all pertinent department/bank policies and procedures

• May initiate loss mitigation activities after approval of foreclosure. May coordinate auctions and other collection and recovery activities to secure maximum payback for Company owned property

• May recommend negotiated settlements to maximize recovery and minimize losses. Assist in developing and executing bidding strategies

• May process and collect insurance claims and refundable contract premiums including primary insurance, Gap insurance, service contracts, and other source of revenue available on assigned accounts

Employee/Team Accountabilities:

• Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience

• Participates fully as a member of the team and contribute to a positive work environment

• Communicates with the team on the status / progress of projects and issues / points of interest

• Actively shares information and knowledge and proactively learn from the expertise of others

• Prioritizes and completes own workload in order to deliver quality results, meet timelines as assigned, and deliver Legendary Customer Service

• Contributes to opportunities to enhance productivity, effectiveness and operational efficiency of the business unit, vendor, and/or team

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel: Occasional

• International Travel: Never

• Performing sedentary work: Continuous

• Performing multiple tasks: Continuous

• Operating standard office equipment: Continuous

• Responding quickly to sounds: Occasional

• Sitting: Continuous

• Standing: Occasional

• Walking: Occasional

• Moving safely in confined spaces: Occasional

• Lifting/Carrying (under 25 lbs.): Occasional

• Lifting/Carrying (over 25 lbs.): Never

• Squatting: Occasional

• Bending: Occasional

• Kneeling: Never

• Crawling: Never

• Climbing: Never

• Reaching overhead: Never

• Reaching forward: Occasional

• Pushing: Never

• Pulling: Never

• Twisting: Never

• Concentrating for long periods of time: Continuous

• Applying common sense to deal with problems involving standardized situations: Continuous

• Reading, writing and comprehending instructions: Continuous

• Adding, subtracting, multiplying and dividing: Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.