Kaitlin Harris

Collect past due payments and negotiate payment plans while maintaining a positive relationship with customers.

Create long-term solutions to help customers maintain the quality of their loan while meeting or exceeding production goals.

• Make inbound and outbound contact with customers regarding past-due balances (generally 1-60 days).
• Educate, negotiate with, and build relationships with customers to influence them to make needed payments.
• Effectively navigate multiple systems to review account information, process payments, and accurately notate accounts regarding contact.
• Utilize company resources to assist customers who are unable to make timely payments on their accounts to get back on the path to ownership.
• Contact, or attempt to contact, customers who are delinquent.
• Monitor and ensure regular follow-up on all loan repayment agreements, and analyze all customer accounts. Oversee all overdue accounts with the help of automated systems and computers.
• Assist customers with debt repayment plans, including modifications and deferments. Listen to the customer's story and determine if the debt can be collected.
• Utilize computer systems to handle skip tracing.
• Maintain positive working relationships with the Loan Servicing team.

Deliver world-standard client service by answering inbound and making outbound client calls timely, accurately, professionally, and courteously.

Maintain required performance standards in quality, occupancy, attendance, promptness, and identifying client needs.

Assist in the resolution of client complaints.
2. Ensure the security of client information, and assist with minimizing bank losses by performing client verification on each call received.

3. Identify possible loan fraud, and escalate for risk mitigation.

4. Provide high-quality service through efficient and effective client service, with an emphasis on low client effort.

5. Assess client needs, and suggest products and services, such as recurring ACH, and use of AFCO's website to obtain information and make payments.

6. Suggest changes to improve communications and business efficiencies.

• Notifies or locates customers with delinquent accounts, and attempts to secure payment by performing the following duties:
• Submit necessary codes to transfer the account to legal collections if the customer fails to respond, responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility, make outbound calls to conduct structured surveys, record participant responses into the computer system, answer customers’ questions, and address problems and complaints via phone, guaranteed positive customer experiences, and resolved all customer complaints.

• Make outbound calls to conduct structured surveys, record participant responses into computer system, answered customers’ questions and addressed problems and complaints via phone, guaranteed positive customer experiences and resolved all customer complaints.