RESOLUTION AGENT (Collections)

Participates in maintaining a financially sound loan portfolio through early delinquency control. Methods to accomplish this include (but are not limited to): phone calls, collection letters and in person interviews. Recommends further action on accounts as deemed necessary (includes but not limited to): repossession, legal action, foreclosure and referral to collection agency)

Major Duties and Responsibilities

• Interview customers to determine reason for delinquency. Take appropriate action to resolve the account (could include loan modifications or loan workouts). Counsel customers concerning their financial obligations, advises of options and solicits agreement of payments.

• Respond to customer inquiries by phone and in person (could include, but not limited to: requests to transport our collateral out of country, CPI claims, GAP and other dealer sold insurances, NADA values, address updates).

• Recommend further action as deemed necessary (i.e. repossession, legal action, foreclosure, referral to collection agency). Demonstrates judgment and discretion within the framework of all applicable regulations and policies.

• Monitor and process loan payoff information and provide this communication to dealerships, insurance companies and all appropriate parties in an accurate and timely manner.

• Ensure customer files are kept updated and complete, and all required documents are filed (includes completion of adverse action forms).

• Researches and analyzes data on past due loan accounts, non-sufficient return items and negative share balances, and claims of fraudulent account activity.

• Assist other departments and branches with transactions as needed. Provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.

• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience

• 1 year of collections with a financial institution preferred. Similar or related experience, including time spent in preparatory positions.

Education

• High School or better