RESOLUTION AGENT (Collections)

Job Details We are seeking a customer‑focused professional to manage delinquent accounts and facilitate resolution of loan issues. The role requires communication with customers, analysis of account data, and coordination with internal departments and external vendors. Major Duties and Responsibilities Interview customers to determine the reason for delinquency; recommend and implement resolution actions such as loan modifications or workouts. Provide counsel to customers regarding their financial obligations, options, and payment agreements. Respond to customer inquiries by phone and in person, including requests related to collateral transportation, CPI claims, GAP or other dealer‑sold insurances, NADA values, and address updates. Recommend further action when necessary (repossession, legal action, foreclosure, referral to a collection agency) while exercising judgment and discretion within applicable regulations and policies. Monitor and process loan payoff information; communicate payoff details to dealerships, insurance companies, and other appropriate parties promptly and accurately. Maintain complete and updated customer files, ensuring all required documentation (including adverse‑action forms) is filed. Research and analyze data on past‑due accounts, non‑sufficient return items, negative share balances, and suspected fraudulent activity. Assist other departments and branches with transactions as needed and provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications. Ensure compliance with applicable laws and regulations such as the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Position Full Time. Some Saturdays Required. Experience Six months to two years of similar or related experience, including time spent in preparatory positions. Knowledge and Skills Experience in customer service, collections, or banking operations; strong analytical and communication skills; ability to interpret and comply with regulatory requirements. Education/Certifications/Licenses A high school degree or GED is required. Physical Requirements Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6‑8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Working Conditions Must be able to routinely perform work indoors in a climate‑controlled shared work environment with moderate noise. Mental And/or Emotional Requirements Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out written and oral instructions. Must speak clearly and deliver information in a logical sequence. Must perform basic financial calculations accurately. Must have the ability to deal calmly and professionally with diverse personalities at various levels and demonstrate high levels of customer service and discretion. Must be able to maintain composure under stress, deadline pressure, and fast pace. Must exercise highest level of discretion on confidential matters. #J-18808-Ljbffr