About the position

This position is accountable to make and receive complex calls to customers who have become delinquent and lead collections for various products with past due or charged-off loans, line of credit and overdrawn deposit accounts to resolve delinquency while adhering to department and regulatory guidelines. This role will work closely and collaboratively with market personnel to resolve delinquency. This person is expected to have effective conversations with our Diversified Financial Service Division customers to uncover the reason for delinquency and provide appropriate solutions to cure the delinquency while remaining in control of the call and providing a superior customer experience.

Responsibilities

• Make outbound calls to customers.
• Negotiate customer payment options to cure complex delinquency.
• Document I effectuate I monitor formalized payment plans.
• Receive and manage inbound customer calls for all products and markets for Diversified Financial Service Division customers .
• Provide administrative expertise and support for account management, risk management, compliance, regulatory and audit with adherence to department policies and procedures and state and federal regulations.
• Locates asset and current address information to assist litigation efforts (skip tracing).
• Understands and adheres to all DFS policies, laws, and regulations applicable to the role.
• Work with attorneys and law firms to manage accounts through legal processes such as foreclosure/repossession and compile, execute and review all information/documents needed for court proceedings.
• Process UCC’s including amendments, continuations, requesting/obtaining driver’s licenses, terminations, lien searches and partial releases and then document UCC information in InfoLease or Rapport, scanning any necessary copies into Sentry File for future use or retrieval.
• Secure and maintain adequate proof of physical damage insurance for financed equipment and proof of liability coverage on designated leases.
• Locates and prepares accounts that need 1099’s filed.
• Enforces all lease, loan, and guaranty provisions in a timely and professional manner.
• Complete special projects relating to Collections as assigned, within allotted time frames and be accountable for continuous best efforts in such projects.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
• Complete compliance training and adhere to internal procedures and controls, as required.
• Report any known violations of compliance policy, laws, or regulations.
• Report any suspicious customer and/or account activity.
• Exhibit professional behavior and promote positive working relationships.
• Maintain regular and predictable attendance in alignment with departmental/divisional policy.
• Adapt positively in a constantly changing and regulatory driven environment.
• Ability to work independently and in a small team environment.

Requirements

• Collections experience and/or customer service of banking products.
• Strong negotiation, problem solving and conflict resolution skills.
• Working knowledge of Microsoft Office products.
• High School Graduate/GED
• Understanding of collection procedures.
• Candidates must possess unrestricted work authorization and not require future sponsorship.

Benefits

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance