AVP, Consumer Accounts Resolution Team Lead

Responsibilities

• Lead and support the Consumer Accounts Resolution team
• Work directly with customers to collect payments and resolve delinquencies
• Review collateral and recovery options to determine next steps
• Recommend accounts for collection services or charge‑off
• Use skip‑tracing tools to locate debtors and collateral
• Maintain accurate and detailed communication logs
• Prepare and review delinquency letters and notices
• Ensure compliance with bank policies, laws, and regulations
• Partner with the Special Assets Group on complex cases when needed
• Provide coaching, training, and process improvement recommendations to your team

• 5+ years of consumer collections experience (required)
• Bachelor’s degree preferred
• Excellent communication and negotiation skills
• Strong organizational and time management abilities
• Ability to work independently and make sound decisions
• Comfortable navigating difficult conversations with professionalism and empathy
• Proficiency in Outlook, Excel, Word, and Power Point
• A collaborative, solutions‑focused mindset with great attention to detail