Account Manager

Job Type

Full-time

Description

Job Summary:

At Kleberg Bank, we believe the customer experience is our brand. Every employee is committed to delivering excellent customer service and demonstrating our "We Care" attitude.

The Account Manager is responsible for managing delinquent loan accounts to help maintain acceptable delinquency levels and minimize losses in accordance with Bank Loan Policy and the Fair Debt Collection Practices Act (FDCPA). This role works directly with customers to resolve delinquent accounts through effective communication, sound judgment, and professional collection practices.

The Account Manager must be able to multitask, maintain confidentiality, and communicate effectively both verbally and in writing. Strong interpersonal skills, professionalism, and exceptional telephone etiquette are essential. This position also collaborates closely with the Consumer Underwriting team and Loan Service Manager to review and resolve troubled loan accounts.

This description is not intended to be an all-inclusive list of duties or responsibilities. Employees may perform other related duties as assigned, including assisting in other areas as needed to support operational needs.

Essential Duties and Responsibilities

Contact delinquent loan customers by phone, email, or other approved communication methods to collect payments and establish payment arrangements, including demand for full balance due or surrender of collateral when necessary.

Respond to inbound calls and correspondence promptly and professionally.

Perform basic and advanced skip tracing using internal and external resources.

Approve 30-day extensions and due date changes in accordance with Bank policy and established guidelines.

Identify and resolve servicing errors, including but not limited to misapplied payments, payment reversals, and due date discrepancies; submit SharePoint requests or other internal tickets as needed for corrections.

Recommend loan modification solutions to the Loan Service Manager in accordance with Bank policy.

Identify potential risks and recommend repossession of collateral when all reasonable collection efforts have been exhausted.

Collaborate with the Loan Service Manager and/or Underwriters regarding the disposition of repossessed collateral, including arranging transportation, confirming delivery, and obtaining condition reports.

Assist with recurring monthly reports as assigned by the Loan Service Manager.

Maintain compliance with all Bank policies, procedures, legal guidelines, and applicable laws and regulations.

Coordinate the filing of suits and judgments on nonpaying customers with deficiency balances.

Forward deficiency accounts that exceed the Bank's in-house collection threshold to the Bank's attorney for legal action, in accordance with applicable laws and regulations.

Cancel applicable backend service products on repossessions and apply rebate proceeds to outstanding loan balances.

Perform additional duties as assigned by management.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment from the Bank's headquarters office.

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This position requires the ability to sit for extended periods, use a computer and telephone, and occasionally stand, walk, bend, reach, and move throughout the Bank.

Position Type/Expected Hours of Work

This is a full-time position. Regular business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional Saturday work as needed.

Travel Requirements

Occasional travel may be required for business purposes. Employees must maintain reliable transportation.

Required Education and Experience

High school diploma or GED.

Twelve months related experience and/or training; or equivalent combination of education and experience

Computer literacy in Microsoft Word and Excel

Additional Eligibility Qualifications

None required for this position.

Equal Employment Opportunity Statement

Kleberg Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.