Special Asset Specialist

Calling on past due customers to bring current outstanding account or loan obligations.

Essential Job Functions:

• Locate customers with whom the bank has lost contact, using various skiptracing methods.
• Tactful and resourceful in probing for information leading to the location of the customer and/or asset.
• Communicate with borrowers in attempting to obtain payment, using various means of contact such as telephone and letters.
• Utilize effective communication skills and various forms of persuasion to present a positive bank image in an already negative situation.
• Utilize methods of collection under terms of the contract, depending on the feasibility and applicability of each case if initial collection attempts do not secure required payments.
• Document all collection actions taken, such as telephone conversations, alternative financial arrangements made, letters mailed within the system of record.
• Maintain positive relations with all customers, discussing sensitive personal financial circumstances in a frank, yet tactful manner.
• Follow all federal, state and municipal collections laws, to include the Fair Debt Collections Practices Act (FDCPA).
• Make a minimum of 15 calls per hour.
• Be available and present to work a 40 hour work with the potential for occasional overtime work.
• Adhere to a regimented talk-off call script outlined by senior management by utilizing urgency in the talkoff by respectfully dunning the customer to bring their past due accounts current by making payment.
• Follow all directives outlined by senior management.
• Exercise discretion and good judgement in the performance of essential job functions.
• Maintain good punctuality and attendance.

Knowledge, Skills & Abilities:

• Knowledge of general banking principles
• Strong customer service skills
• Good analytical and problem solving skills
• Working knowledge of federal, state and municipal collection laws
• Excellent communication skills (verbal and written)
• Computer skills including Microsoft Word and Excel.
• Ability to multi-task.
• Ability to work under general supervision.
• Ability to work well under pressure and with deadlines.
• Ability to maintain confidentiality of all customer and bank records/information at all times.
• Good interpersonal skills to discuss sensitive financial situations in a tactful manner and maintain the bank's image.
• Basic math skills
• Ability to demonstrate empathetic listening skills
• Ability to diffuse customer dissatisfaction
• Maintains good punctuality and attendance

Equipment Used in Job Performance/Working Environment:

• Computer
• Telephone
• Photocopy Machine
• Facsimile Machine

Major Job Demands (Physical/Mental):

• Problem solving
• Decision making
• Multi-tasking

Note: This description is not an exhaustive list of all job functions, duties, skills and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

Position Requirements:

Basic Qualifications:

• Minimum 1 year experience with Computer skills including Microsoft Suite (Word and Excel)
• Minimum 6 months customer service experience
• Prior collection experience is preferred
• Prior experience working in a call center is preferred
• High school diploma or equivalent