Default Associate I

Default Management is a department within the Corporate Credit Division with the responsibility of partnering with Eastern Bank Consumer and Business Banking customers to effectively address past due accounts and provide solutions in order to cure delinquencies and promote timely payments. Default Management utilizes omnichannel customer communications, utilizes effective risk management strategies, seeks to deliver superior customer experiences, and meets high regulatory compliance standards.

Ability to communicate effectively to determine the root cause for a customer’s financial difficulty, analyze short-term and long-term solutions, and propose mutually beneficial strategies to address the delinquency. Must be able to analyze situations and present potential solutions supporting regulatory/compliance regulations.

Responsibilities:

1. Execute all call campaigns that fall under Default Management Collections.
   1. Provide exceptional Customer Service.
   2. Meet established call requirements (for both Compliance and Customer Service).
   3. Process customer payments accurately.
2. Generate customer correspondence (all available channels).
3. Process servicing requests.
4. Log customer complaints.
5. Identify operational/system issues in need of research/follow up.

Education and Experience

• A bachelor’s degree in a financial discipline is preferred or 2+ years of related work experience at a financial services company.

• Customer service experience is a plus.