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| Job Number: | 24831788 | | Company Name: | Bank of America Corp. | | Job Location: | Westlake Village, CA US | | Job Category: | Accounting & Finance |
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Modification Negotiator
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Title: Modification Negotiator
Location: CA-Westlake Village
Responsible for the day-to-day analysis, research and resolution of varied problems. Functions include administering defined procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Incumbents have full working knowledge of operations environment acquired through experience in an operations environment and on the job training. Individuals typically have 2 to 4 years of experience.
The Operations Analyst (Negotiator) will work with inbound/outbound calls of customers with complex problems relating to Home Retention that have been escalated to an Executive level. The Home Retention Operations environment includes and is typically aligned with the routine of inbound/outbound calls requesting workout assistance. Frequently requires guidance on non-routine situations. Primary responsibilities are customer servicing and other loss mitigation or recovery activities. Takes calls from delinquent, current or high-risk customers in order to secure payment and determine reason for delinquency on active loan accounts. May work an established list of accounts on an automated collections system and/or auto dialer. This person may assist in resolving routine billing inquiries and negotiate payment arrangements to cure delinquent accounts. Understands and educates customers on account terms and alternate payment programs and methods. Navigates a computerized data entry system or other relevant applications. Incumbents have full working knowledge of operations environment acquired through experience in an operations environment and on the job training. Individuals typically have 2 to 4 years of experience.
A Successful Candidate Will Have:
. High School diploma and/or equivalent
. 3 - 5 years financial services experience
. 2 - 3 years customer service experience
. Customer service skills, policies, procedures, and protocol required to complete assigned tasks
. Good knowledge of regulatory compliance
. Effective listening skills and ability to speak effectively on the phone and in person with internal and external contacts
. Excellent verbal & written communications skills
. Detail oriented and good research, analytical and problem-solving skills
. Computer skills including Microsoft Office tools
. Phone Queue experince a plus
The Ideal Candidate May Also Possess:. Bilingual - written and verbal
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