• Document Support Specialist

    Job Location(s) US-IL-Rolling Meadows | US-IL-Rosemont
    Posted Date 2 weeks ago(4/9/2018 11:39 AM)
    Job ID
    Customer Service/Collections
  • Overview

    Document Support Specialists are responsible for taking over live transfers of rehab sets and ensuring a full understanding of document requirements by program. They will also be responsible for follow up calls designed to guide borrowers to the completion of their document requirements for rehabilitation. They contact and notify borrowers of various events, requirements, and discrepancies that occur throughout their program including but not limited to: credit card declines, NSFs, missing document and reminder calls, updating payment information upon receipt of supporting documentation all the while remaining within the guidelines of the FDCPA and Privacy Laws. Borrowers are contacted by mail and telephone; however when these methods are not successful for locating a borrower, skip tracing is a resourceful method that will be used.


    Job Details:

    • This is a full-time, permanent position.
    • Base pay is $15.67 per hour.
    • Eligible to receive a monthly bonus based on production.
    • Benefits include the following:

      • Up to thirteen (13) days of Paid Time Off during your first year
      • Six (6) holidays and four (4) floating holidays per year
      • Employee health benefits (medical, dental, vision), 401K, STD/LTD, and life insurance
    • Based on assigned team, weekly schedule will be one of the following:
      • Monday & Tuesday, 8am - 5pm
        Wednesday & Thursday, 12pm - 9pm
        Friday, 8am - 5pm
      • OR Monday & Tuesday, 12pm - 9pm
        Wednesday & Thursday, 8am - 5pm
        Friday, 8am - 5pm


    • Meet monthly personal goals including saves, supporting documents returned and Rehab Agreement letters prior to sweeps occurring
    • Take transfers from DRS on new sets to complete the call, ensure full document requirement explanation and initiate document urgency
    • Assist in training new hires
    • Adhere to FMS’ Attendance Policy as outlined in the Employee Handbook
    • Strive for zero complaints/lawsuits with all borrowers serviced
    • Record and update account activity including borrowers’ financial status, demographics, and collection efforts associated with resolving their accounts
    • Perform various administrative functions for assigned accounts including but not limited to address changes, adding/editing phone numbers, adding/editing references, adding/editing payment amounts/schedules and ensuring timely updates by Borrower Services
    • Adhere to FDCPA, Privacy Act, and all federal and state laws governing the collection industry and Private Client/s Collection Contract
    • Adhere to Private Client/s Statement of Work and all FMS’ guidelines and policies
    • Verify direct check and credit card payments after two years of employment at FMS
    • Perform other duties as assigned by Unit Manager


    Experience and Education Requirements:

    • Associates degree and one (1) experience required. Candidate may substitute two (2) years experience in 3rd party receivables or customer service in a call center environment.



    • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Time Management - Managing one's own time
    • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
    • Reading Comprehension - Understanding written sentences and paragraphs in work related documents
    • Analytical skills – Ability to analyze various account requirements, loan types, and payment schedules
    • Computer literate



    • Able to achieve monthly production goals consistently.
    • Able to interact and communicate effectively with other team members in a professional manner.
    • Able to work independently and handle multiple tasks while maintaining personal work standards.
    • Able to manage time effectively in order to ensure assistance is given to team members.
    • Excellent skip tracing skills


    Physical Demands: The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

    • Working condition are normal for an office environment
    • Must work 40 hours per week
      • Must work 2 evening shifts per week, and other schedule requirements based upon the need of the department.
    • Work the same schedule as your team


    Terms and Conditions:

    • Posting end date for this job is subject to change based on the discretion of the hiring manager.
    • Current Employees: Please make sure you are applying through the internal portal. The link should be listed on the SharePoint website under Careers. If you apply through this page, your application will be denied.
      • Please keep in mind that this position may only be opened to external candidates. Contact Recruiting for more information.


    Background Requirements:

    • Drug Test
    • Criminal Background
    • No Defaulted Student Loans
    • Employment and Education Verification
    • Professional References Required
    • Security Clearance - Public Trust
    • Background Investigation & Fingerprint Check
    • Male applicants born after 12/31/1959 must have registered for the Selective Service System.
      • For more information, visit the agency's website at www.sss.gov.
    • Sensitivity for this role is 5C.



    FMS is an Equal Opportunity/Affirmative Action Employer


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