Collections Specialist

Description

Collaborates with borrowers to achieve the primary objective of acquiring payment on delinquent loans. Makes determinations based on customer contact as to the collectability of loans and recommends appropriate next steps to AVP Collections.

• Delinquency Management & Customer Engagement
• Bankruptcy Case Handling
• Foreclosure & Loss Mitigation Oversights
• Floor Plan Audit Coordination
• Portfolio Risk Assessment & Reporting

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

• Respect - treats borrowers with dignity regardless of their financial situation, avoiding judgmental language or tone, listens actively to understand the root causes of delinquency - whether it's a job loss, medical hardship, or other life events.
• Client Focus - prioritizes solutions that align with both the institution's recovery goals and the borrower's ability to repay, offers flexible options such as payment plans, deferments, or loss mitigation strategies tailored to individual circumstances and builds trust by being transparent about next steps, consequences, and available resources - reducing fear and confusion.
• Inclusion - recognizes and respects cultural, linguistic, and socioeconomic differences that may affect communication or financial behavior, adapts outreach strategies to meet diverse borrower needs, including multilingual support or alternative contact methods and creates an inclusive environment within the collections team by valuing diverse perspectives and encouraging collaborative problem-solving.

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership - takes initiative in resolving complex delinquency cases, guides borrowers towards sustainable repayment solutions and supports team members by sharing insights and mentoring junior staff.
• Integrity - handles sensitive financial and personal data with discretion, adheres strictly to regulatory guidelines, and communicates truthfully with borrowers, avoiding misleading tactics.
• Collaboration - works cross-functionally with underwriting, legal, and servicing teams, coordinates with external partners like repossession agents and/or bankruptcy attorneys and shares information and strategies to improve overall portfolio performance.
• Volunteerism - participates in community outreach or financial literacy programs, supports internal initiatives that promote ethical lending and recovery practices, and demonstrates a commitment to the organization's values beyond daily tasks.

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Accountability - owns outcomes of assigned accounts, from early delinquency to resolution, tracks and reports performance metrics and follows through on borrower commitments and internal deadlines.
• Innovation - identifies new tools or automation to streamline contact strategies, suggests process improvements and adapts to evolving technologies and regulatory changes with agility.
• Professionalism - maintains composure in high-stress borrower interactions, represents the institution with courtesy and confidence, and upholds a consistent standard of excellence in documentation, communication, and conduct.

Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role. Set stretch assignments and cross functional opportunities that foster growth and learning.

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily and a skills inventory is listed below. A high school diploma or general education degree (GED) is required, with…