Customer Assistance SpecialistOperations Support Englewood, Colorado
Esential Functions: Probes customer to determine root cause of account delinquency and offers appropriate or applicable assistance tools. Effectively communicates how assistance programs work and any potential impact to customer and account. Collects in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA). Analyzes loan history and determines the best course of action for the customer in resolving the problem permanently. Successfully utilizes all collection tools provided by management, including, but not limited to, extensions, hardship modifications and TRIPPs, to make the best business decision for Santander Consumer USA Inc. and the customer. Has authority to independently negotiate with the customer on TRIPPs and extensions within company guidelines.
Adheres to all company policies and procedures.