Consumer Loan Collector

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

This position is responsible for collecting delinquent loan accounts following standard policies and procedure while working under general supervision. Collector interacts with employees within Collections and other departments, as well as, branches to provide quality service, solve problems, and achieve goals.

Essential Responsibilities:

• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion.
• Prioritize delinquent accounts and determine the most efficient contact method. Discuss account with customers, communicate account status, payment history, cause of delinquency and possible solutions to customers concisely and accurately to resolve delinquency.
• Identify and send appropriate written correspondence, generate form letters verifying accuracy of details, mail and note customer accounts.
• Secure payment or set up payment arrangements, as necessary. Investigate and follow through on promised payments. Process phone payments for delinquent customers using available technology.
• Review payment histories to ensure payments are correctly posted and generate PC forms to correct errors as needed.
• Assist customers with credit disputes and information changes to account information.
• Perform research when appropriate within the delinquency cycle to locate valid phone numbers/addresses for customers.
• Coordinate with branches to research and resolve customer accounts.
• Handle incoming calls from the call queue and assist customers as appropriate.
• Review and waive late charges on installment loans as needed.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

Ancillary Duties:

• As an integral member of the Collections Department, this position is also responsible to provide assistance wherever necessary to help the Collections Department and the Bank in achieving their annual goals.

Education, Training and Requirements:

• High school diploma or equivalent required.
• All applicants must be 18 years of age or older.

Skills:

• Strong attention to detail, ability to multi-task and work under pressure in a time sensitive environment.
• Strong typing and computer skills specifically with Microsoft Word and Excel required.
• Excellent customer service and communication skills and moderate writing skills are necessary.

Experience:

• Two (2) years collection/banking…