GENERAL SUMMARY:

Under general supervision, this highly visible position provides internal and external customer support in a fast paced, sales driven organization. The Portfolio Management Specialist provides account management and client interaction to small business owners across the United States to help ensure timely payments and to address customer concerns. This position reports to the Portfolio Management Supervisor and serves as the primary contact for customer concerns.

MAJOR RESPONSIBILITIES:

• The primary telephonic contact for customer concerns regarding situations that would occur after a loan is funded such as requests for subordinations, contracts, payment ledgers, payoff quotes, and for additional account information.
• Monitor and maintain assigned accounts- customer calls, account adjustments, small balance write off, and customer reconciliations.
• Manage cases within their portfolio for daily returned payments; includes reaching out to customer to resolve the payment and provide instructions to accounting on how to reprocess the payment.
• Resolve customer disputes as they pertain to payment of outstanding balances that are due.
• Accountable for reducing delinquency for assigned accounts, which entails a high volume of phone calls to customers.
• Enlist the efforts of sales and senior management when necessary to accelerate the collection process.
• Communicate and follow up effectively with the Sales Department regarding customer accounts on a timely basis.
• Provide excellent and considerate customer service and internal and external customer interface

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• 1 year experience in a high-volume corporate account management, collections or customer service role. 
• 2-3 years' experience working in a fast-paced, high volume environment.
• Proficient in Microsoft Office including Excel, Word, and Outlook. 
• Strong verbal and written communication skills
• Excellent phone etiquette.
• Requires sound judgment
• Ability to synthesize information and draw conclusions
• Ability to discern when confidentiality must be observed. 
• Requires excellent organizational skills and attention to detail. 
• Ability to prioritize work and shift priorities quickly, and handle multiple assignments and tasks simultaneously.