Account Resolution Specialist

Responsible for contacting customers who are delinquent on their loan payment to obtain payment, make payment arrangements, or establish a repayment plan. Manage delinquency rates at a satisfactory percentage and maintain positive customer relationships. Manage bankruptcy accounts to ensure the bank is in compliance with both federal bankruptcy laws and internal policies and procedures.

Primary Responsibilities / Job Duties:

• Communicates with delinquent borrowers in attempt to obtain late payments and discusses circumstances causing delinquent status.
• Determines solutions to resolve delinquent status and makes possible financial arrangements that would resolve temporary problems.
• Documents all collection actions taken in system.
• Maintains positive relations with all customers, discusses sensitive personal circumstances in a frank yet tactful manner.
• Maintains control over delinquent accounts by maintaining a satisfactory percentage of past due accounts.
• Reports delinquency status to management on regular basis.
• Handles repossessions and legality assignments on accounts.
• Maintains required tracking logs.
• Monitors all bankruptcy accounts from receipt of the notice to the discharge/dismissal of each case.
• Reviews "PACER" and Chapter 13 trustee websites to determine action needed.
• Files timely proof of claims and reaffirmations.
• Handles daily posting of trustee disbursements.
• Properly documents accounts as correspondence is received.
• Participates in and complete all required compliance training, including BSA/AML, as well as other internal and external training programs.
• Participates in training new teammates as needed.
• Performs other duties as assigned.

Position Requirements:

• High School diploma or equivalent required. Bachelor's degree preferred.
• Minimum of two 2 years' experience in collections, preferably in the finance industry.
• Knowledge of state and federal collection laws and regulations.
• Experience handling bankruptcies is strongly desired, including understanding of bankruptcy forms such as Proof of Claim and Reaffirmation Agreements.
• Excellent verbal and written communication skills.
• Strong problem solving and negotiation skills.
• Basic computer skills; proficient in Microsoft Office Suite products.
• Ability to work flexible hours, including Saturday, when needed.
• Ability to work cooperatively in a team environment.

Working Environment / Physical Demands:

Work is performed in a professional office environment and requires the ability to operate standard office equipment and keyboards. Prolonged periods sitting at a desk and working on a computer. May require the ability to lift files, bend, reach, walk or maneuver around the bank. Must be able to lift up to 25 pounds at times.

Disclaimer:

This position description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job.

Federal Contractor - Equal Opportunity Employer M/F/Disabled/Vets