Account Resolution Specialist

Position Summary:

The Account Resolution Specialist role will actively participate in monitoring, and managing delinquent consumer accounts.  Working with the Consumer Accounts Resolution Team Lead to reach out to consumers with delinquent accounts, or accounts with other special circumstances (death, bankruptcy, liens, etc.).  This role is imperative to maintaining the high credit quality of the bank, reducing losses, maximizing recovery, and ensuring compliance with all bank policies and regulatory requirements. 

Essential Duties & Responsibilities:

• Work an assigned portfolio of delinquent loans through varying contact channels to minimize losses to the Bank by assessing each customer situation to provide relevant payment plans

• Maintain detailed records by documenting all collection efforts utilizing the Banks collection software

• Facilitate delinquent payments, by processing ACH and phone payments  

• Comply with all regulatory laws and bank policies while performing collection duties 

• Look for areas of improvement in compliance and process and communicates ideas to the Team Lead

• Perform moderately complex customer service support tasks when evaluating customer’s situation to provide solutions.

• Perform other duties as assigned

Education & Experience:

The successful candidate will possess High School Diploma or equivalent. Additionally, the ideal candidate should possess the following:

• 3+ years of advanced level experience in customer service

• Collections experience preferred

• Financial Institution background preferred

Skills & Abilities Required:

• Excellent customer service skills with the desire to help people find solutions

• Superb critical thinking and problem solving skills

• Ability to maintain professionalism, integrity, strong ethics and confidentiality in all business dealings with customers

• Effective communicator with strong listening skills and the ability to build solid relationships

• Ability to stay calm, motivated and maintain composure in a high pressure environment

• Ability to have difficult conversations on uncomfortable topics

• Ability to work independently while displaying initiative and good decision-making skills

• Exceptional attention to detail

• Flexibility and curiosity for new concepts, laws, processes, etc.

• Determination to learn and develop new skills

• Strong negotiation skills

• Proficiency with computers, copiers, scanners, and general knowledge of Microsoft Word, Excel, and Outlook are required

• Knowledge of loan documents, customer identification documents, and related financial reports preferred

Work Environment

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic)

• Ability to work in a confined area

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone

• Specific vision abilities are required by this job due to computer work

• Light to moderate lifting is required

• Regular, predictable attendance is required

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