VP & Retail Resolution Manager - Credit Resolution

Overview

This position is hybrid, with a split between remote and office work on a formalized schedule.
Location: Bowie, MD.
The role oversees collection activities and workflow for active and charged‑off loans within the bank’s retail (consumer) loan and residential mortgage portfolios, providing guidance and leadership to department personnel while ensuring strict compliance with all bank, state and federal policies and regulations.

• Maintain comprehensive knowledge of applicable state and federal regulations (FDCPA, UDAAP, FCRA, SCRA, bankruptcy laws).
• Ensure the Bank’s policies and procedures are fully compliant.
• Ensure adherence to timelines throughout the collection, foreclosure and loss mitigation process to maintain CFPB compliance.
• Develop a working knowledge of mortgage loan servicing requirements and regulations, including loss mitigation options.
• Ensure all required actions are taken by collection and support personnel prior to an account being assigned to legal counsel.
• Develop and implement credit administration strategies to minimize the Bank’s potential loss.
• Discuss issues with supervisors, management personnel, and/or legal counsel to develop strategies and solutions.
• Document loan files appropriately with respect to actions taken and each assigned account.
• Identify and analyze various types of collateral to determine an action plan for liquidation.
• Provide leadership for department personnel to determine proactive collection strategies for stalled accounts.
• Takes ownership of accounts which require management attention and consults with management on loan‑specific situations.
• Set clear performance expectations, productivity standards, and quality benchmarks while fostering a culture of professionalism, accountability and customer respect.
• Conduct work‑quality audits of random accounts to ensure compliance with bank policy, documentation, contact attempts, and escalation procedures.
• Review and approve files for actions including repossessions, foreclosures, non‑accrual, and charge‑off.
• Review loan modification and/or loss‑mitigation packages and supporting documents for completeness and compliance with CFPB servicing guidelines.
• Assist staff and borrowers in understanding and implementing workout options, including modifications and follow‑up actions required to obtain the loss‑mitigation and/or workout option.
• Ensure strict adherence by collection personnel to stated timelines throughout the collection and loss mitigation processes.
• Analyze loan collateral files, identify issues, develop appropriate strategies, and ensure follow‑up on progress or promised actions.
• Develop and maintain department processes, policies and procedures.
• Provide first‑line risk management assessment and communicate and escalated collection issues through all levels of senior management.
• Perform other duties as may be assigned.

• Bachelor’s degree and a minimum of five years’ experience in retail and/or residential mortgage banking or collections or equivalent education and/or experience.
• A minimum of three years’ experience in a management role; department head experience is a plus.
• Strong knowledge of all applicable state and federal regulations, including CFPB guidelines.
• Prior experience in originating, servicing and/or collecting GSE accounts (SBA, Freddie Mac, FHA, Fannie Mae, etc.).
• Thorough knowledge of credit underwriting and collection practices, and the ability to effectively negotiate appropriate strategies with borrowers.
• Proficient in Microsoft Office products including Excel, Word and Outlook; ability to learn other banking software as needed.
• Ability to analyze complex financial and legal documents and to interpret regulatory requirements to guide collections and risk management.
• Strong written and verbal communication skills; ability to present information to senior management and various stakeholders.
• Ability to work independently, set priorities and maintain high productivity standards.
• Travel and occasional overnight stay may be required.

The wage range for the VP & Retail Resolution Manager position is $120,000 – $135,000 annually. The role includes 27 days of paid time off (PTO), 5 days of short‑term disability, 11 annual paid holidays, and 1 float holiday. Wes Banco offers a comprehensive benefits package including medical, dental, vision, health and dependent care flexible spending accounts, transportation fringe benefit plan, group life, long‑term disability, optional life, and access to voluntary benefit products (Cancer, Term & Universal Life, Accident, Short‑Term Disability, Critical Illness).

Additionally, a 401(k) plan with employee match is provided.