The Collections Specialist is responsible for performing loss mitigation and recovery activities regarding delinquent or charged-off accounts in accordance with Bank and legal guidelines, including related state and federal regulations. This position is typically aligned with the routine outbound collections calling process and frequently requires guidance on non-routine situations; ensures attainment of individual, department and Bank wide goals to minimize loss and enhance loss recovery; performs collection activities for multiple products, utilizing various systems and methods; participates in the early, mid or late stages of the collection process to include loss mitigation, foreclosures, repossessions, pre charge-off, charge-off, recovery, bankruptcy and agency liaison collections. The position has a direct and important impact regarding the mitigation and recovery of Bank losses. Performs a variety of routine daily tasks; reviews reports, prepares correspondence; participates in special projects.
The following duties are primarily performed and which are essential for this position. Employees are expected to be able to perform each of these job duties satisfactorily and successfully to be qualified for the position. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.
- Provides support to all areas of the Lending Department as directed or where service or assistance is needed; demonstrates superior customer service with appropriate follow through with involved customers and employees.
- Works closely with the Collections Supervisor on collection activities performed by the Bank; submits and obtains pertinent information to and from the various agencies as required.
- +Uses approved methods, tools and available resources to locate and contact delinquent customers to encourage payment commitments within assigned portfolio; makes strategic and actionable decisions; obtains reason for delinquency; informs customers of legal responsibilities under loan contracts; explains the consequences of delinquency, repossession or bankruptcy with customers.
- Conducts research, ordering payment copies, credit bureau reports, statements and credit applications as necessary to support collection efforts; researches and investigates high risk accounts using skip tracing methods.
- Reviews and ensures delinquencies are kept to a minimum through effective negotiating and follow up skills to help mitigate risk to the Bank; ensures assets are protected with a high level of integrity; assists in bringing past due accounts to current status to prevent receivable aging and loss potential.
- Records and documents all collection efforts made by the Bank; inputs data in the Bank's collection system ensuring that all active collection accounts are verified and noted accurately.
- Works with Collections Supervisor and customers in the development of alternative repayment plans, schedules or settlements to meet Bank objectives for the recovery of the full balance; assesses, interprets, identifies indicators and responds accordingly to data gathered from customers and other resources that may identify potential workout loans, re-ages, etc.; provides individual advising on acceptable and convenient payment arrangements with customers; follows up with customers who have not continued agreed repayment schedule.
- Monitors bankrupt loans and prepares documents to file with the bankruptcy court.
- Escalates customer calls and/or problem accounts to the Collections Supervisor.
- Assists in special projects and tasks for the department as directed.
- Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
- Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules and regulations; adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
- Completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the Bank through outside activities.
EDUCATION AND/OR EXPERIENCE REQUIREMENTS
- Associates's degree in accounting, finance, economics or related field.
- Two (2) years of experience in the financial services industry.
- Two (2) years of experience working in collections or customer service.