Responsible for managing an assigned portfolio of commercial loan products, mitigating loss situations, thereby reducing Bank risk and maintaining customer relationships.
Incumbent may perform any or all of the following functions: Initiate contact with consumer borrowers handling the highest degree of delinquency accounts, assessing the prospect of repayment, and arranging repayment schedules or other solutions such as: Loan Workout, Alternative Lending, Reages, or Extensions. Investigate and conduct in depth research and account review on high-risk loans. Analyze financial statements and loan opening documents to assess the likelihood of recovery. Identify suspect situations (i.e. fraud, lack of insurance) and investigate exposure, escalating issues to management along with course of action taken. Perform skip tracing. Utilize internal collections systems and accounting systems for all loan types. Identify and resolve the more complex problematic account situations. Understand the workflow necessary for account maintenance/corrections through to resolutions. Follow up on all customer inquiries. Compile information and analyzes the account files for repossession and foreclosure recommendation. Perform additional duties as requested by management. Works under general supervision. Has contact with internal supervisors and externally with customers and service providers.
Mandatory High school diploma or equivalent Three or more years of customer service or collections experience Proven ability to stay focused in a continuous process flow and keep pace within work team Analytical skills Communication skills Computer proficiency Customer service Detail oriented Interpersonal skills Multi-task Problem solving
Ideal Candidate Associates Degree or Bachelors Degree Five or more years of collection and accounting experience Familiar with skip tracing software, BK servicing systems functionality Good understanding of collections servicing systems Functional expertise in all products serviced Ability to be a team player Project positive and friendly attitude Strong communication and time management skills Strong negotiating skills Detail and goal oriented Familiarity with quality programs such as Six Sigma, ISO 9000, TQM, etc. Experience with automated dialers and CACS/CAS
Complex Problem Solving
Attention To Detail