Debt Collector

Position Summary

The Debt Collector is responsible for managing and collecting delinquent consumer loan accounts while maintaining positive customer relationships. This position works directly with customers to resolve past‑due obligations, identify repayment solutions, and minimize losses to the Bank. The Debt Collector locates customers, negotiates payment arrangements, monitors high‑risk accounts, and recommends appropriate collection actions in accordance with Bank policy and applicable laws and regulations.

The position requires strong communication skills, sound judgment, and a commitment to customer service while protecting the Bank's assets.

• Contact customers regarding delinquent loan accounts through telephone calls, written correspondence, email, and other approved communication methods.
• Locate customers and collateral using skip tracing techniques and available resources.
• Review delinquent accounts and determine appropriate collection strategies based on account status, payment history, and risk level.
• Negotiate payment arrangements and repayment plans within approved authority limits.
• Maintain detailed documentation of collection efforts, customer conversations, promises to pay, and account resolutions.
• Monitor repayment agreements and follow up as necessary to ensure compliance.
• Work with customers experiencing financial hardship to identify potential solutions and alternatives.
• Investigate account discrepancies and assist customers in resolving issues that may contribute to delinquency.
• Recommend repossession, foreclosure, legal action, charge‑offs, or other collection remedies when appropriate.
• Coordinate with attorneys, repossession agencies, and other third parties as directed.
• Assist in the recovery and disposition of repossessed collateral.
• Maintain knowledge of collection laws, regulations, and Bank policies to ensure compliance.
• Review daily, weekly, and monthly delinquency reports and prioritize collection activities accordingly.
• Provide periodic status updates and collection reports to management.
• Work closely with lending staff and branch personnel to obtain information needed to resolve delinquent accounts.
• Identify trends and potential risks within the loan portfolio and communicate concerns to management.
• Maintain confidentiality of customer information and Bank records.
• Provide exceptional customer service while balancing collection objectives and regulatory requirements.
• Perform other duties as assigned.

• Knowledge of consumer lending products, loan documentation, and collection practices.
• Knowledge of applicable federal and state collection regulations, including Fair Debt Collection Practices Act and consumer protection requirements.
• Strong negotiation, conflict resolution, and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to remain professional and courteous in difficult situations.
• Ability to analyze financial information and determine appropriate collection strategies.
• Strong organizational skills and attention to detail.
• Ability to prioritize workload and manage multiple accounts simultaneously.
• Proficiency in Microsoft Office applications and banking software systems.
• Ability to maintain confidentiality and exercise sound judgment.

• High school diploma or equivalent.
• Minimum of two years of collections, lending, customer service, banking, or related experience.

• Experience in consumer lending or financial institution collections.
• Knowledge of loan servicing systems and collection software.
• Associate's degree in Business, Finance, or related field.

• Ability to sit for extended periods while performing computer and telephone work.
• Ability to use standard office equipment, including computer, telephone, copier, and scanner.
• Ability to communicate effectively in person and by telephone.
• Ability to occasionally lift and carry up to 20 pounds.

• Primarily works in a professional office environment.
• Frequent telephone communication with customers and third parties.
• May experience stressful situations involving delinquent accounts and difficult customer interactions.

• Reduction of delinquent loan balances.
• Collection effectiveness and recovery rates.
• Compliance with Bank policies and applicable regulations.
• Accuracy and completeness of account documentation.
• Professional customer interactions and service standards.
• Timely completion of assigned collection activities and reporting requirements.