Account Resolution Specialist

Account Resolution Specialist

Bar Harbor Bank & Trust offers: competitive pay, referral incentives, an employee stock purchase plan, medical/dental/vision/life insurance plans, paid holidays, 401(k) plan, paid time off, a wellness program, continuing education benefits, and more!

Bar Harbor Bank & Trust, is an independent community banking organization committed to helping its customers, employees and shareholders achieve their financial hopes and dreams. If you want to be part of our team that makes this vision a reality, please read on.

The Bank is seeking an Account Resolution Specialist to join our team. This position can be based out of Maine in either Hampden, Ellsworth, or Bangor, out of New Hampshire in either Newport, Manchester, New London, or Randolph, Vermont.

Responsibilities (Essential):

• Handles the collection of past due loan payment.
• Timely collection calls to customers according to timeline specified in the Managed Assets Department's written procedures, and secondary market guidelines.
• Timely and accurate preparation and mailing of communications according to timeline specified in the Managed Assets Department's written procedures, and secondary market guidelines, including general collection letters, default letters, repossession warning letters, invade letters and special escrow arrangement letters.
• Accurate update of the collection notes for all customer contact (or attempted contact) in the JHA system collection messages.
• During the collection process, determine reason(s) for delinquency by gathering information from customers, including financial information, monthly obligations, and any other information that would enable the Managed Assets department personnel help the borrower cure the delinquency.
• Assist customers with delinquency resolution, including payment disputes, alternative payment arrangements, escrow arrangements, including the monitoring of and follow-up with customers to ensure adherence to agree upon payment plan.
• Assist with various servicing activities for seriously delinquent accounts, including ordering appraisals, ordering credit reports and making sure properties are secure, maintained as required, and winterized, if necessary, until sold.
• Work with borrowers determining reason for delinquency, evaluate the information/data provided in their Borrower Response Packets; determine appropriate retention or liquidation option (repayment plan, forbearance, modification, short-sale, deed-in-lieu) per secondary market guidelines.
• Ensure continuation of a professional image for good customer relations during the collection process. Ensure all telephone calls to borrowers are handled with respect and courtesy and incompliance with the Managed Assets Department's written procedures.
• Request an exterior property inspection according to timeline specified in the Managed Assets Department's written procedures, and secondary market guidelines, or complete the inspection depending upon location and bank representative(s) availability. Ensure accurate notation of findings in JHA collection system's collections messages.
• Process right of setoff when applicable.
• Complete quality control check of default notices for mortgages, HELOC's, as well as rights-of-offset, repossession, and UCC default letters.
• Monitor status of secondary market workouts (both retention and liquidation) in the settlement process.
• Provide workout settlement and maintenance instructions to Loan Servicing department.
• Monitor Servicer Incentive payments for completed and settled workouts, make transfer for applicable GL account.
• Attempt to locate borrowers through various skip tracing techniques.
• Review and input Fresh Start Agreements for overdrawn checking accounts with Bounce Protection.
• Coordinate with Branch Managers, various departments and other personnel as needed to facilitate customer collections.
• Adhere to regulatory requirements, such as Anti-Money Laundering and Bank Secrecy Act.
• Comprehend and adhere to federal banking regulations in accordance with Bar Harbor Bank & Trust's policies and procedures.

Responsibilities (Marginal):

• Utilize computer systems and software applications to input, retrieve, and analyze account and loan data accurately.
• Communicate effectively with customers, internal departments, attorneys, and third parties through clear oral and written correspondence.
• Maintain positive customer relationships while applying sound negotiation and decision-making skills in resolving account issues.
• Manage multiple tasks simultaneously in a high-volume, fast-paced work environment while meeting established deadlines.
• Apply strong analytical and mathematical skills to review loan data, payment histories, and account balances.
• Ensure accuracy and completeness when recording and maintaining customer, loan, and transaction details.
• Comply with applicable loan collection rules, regulations, and internal policies.
• Adhere to Fair Credit Reporting Act (FCRA) requirements, Secondary Market Investor guidelines, and Mortgage Insurance company guidelines.
• Apply knowledge of bankruptcy laws and procedures when handling affected accounts.
• Apply knowledge of foreclosure laws and procedures for properties located in New Hampshire, Maine, and Vermont.
• Perform other duties as requested.

Required Education & Experience:

• Minimum of a high school degree or the equivalent

Physical Demands and Work Environment:

Physical Demands: General office environment.

Work Environment: General office environment.

Schedule Expectations:

Full time, 40 Hours per week

Required Travel:

This position requires travel limited travel requirements.

AAP/EEO Statement:

Bar Harbor Bank & Trust is an Equal Opportunity Employer, Minority/Female/Disability and Protected Veteran. These are the requirements for an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

Hourly Range: $18 to $22 per hour

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.