Associate II, Account Resolution

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Our Modern, Flexible Workplace:

 

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!

It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.

Summary of the Job:

 

This position is accountable to make and receive complex calls to customers who have become delinquent and lead collections for various products with past due or charged-off loans, line of credit and overdrawn deposit accounts to resolve delinquency while adhering to department and regulatory guidelines. This role will work closely and collaboratively with market personnel to resolve delinquency.

This individual will work with partners in our various markets to secure and liquidate collateral assets. Work with outside attorneys to navigate the bankruptcy process for those Borrowers who have filed for protection or liquidation.

About This Role:

 

This person is expected to have effective conversations with our Diversified Financial Service Division customers as well as other Small Business Banking customers to uncover the reason for delinquency and provide appropriate solutions to cure the delinquency while remaining in control of the call and providing a superior customer experience. 

The Ideal Candidate for This Role:

 

Key Accountabilities:

• Make outbound calls to customers.
• Negotiate customer payment options to cure complex delinquency.
• Document / effectuate / monitor formalized payment plans.
• Receive and manage inbound customer calls for all products and markets for Diversified Financial Service Division customers and small business banking customers.
• Provide administrative expertise and support for account management, risk management, compliance, regulatory and audit with adherence to department policies and procedures and state and federal regulations.

Knowledge, Skills, Education and Experience: 

• Collections experience and/or customer service of banking products.
• Strong negotiation, problem solving and conflict resolution skills.
• Complete special projects relating to Collections as assigned, within allotted time frames and be accountable for continuous best efforts in such projects.
• Compliance: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
• Complete compliance training and adhere to internal procedures and controls, as required. Report any known violations of compliance policy, laws, or regulations. Report any suspicious customer and/or account activity.
• Professionalism/Attendance: Exhibit professional behavior and promote positive working relationships. Maintain regular and predictable attendance in alignment with departmental/divisional policy.
• Adapt positively in a constantly changing and regulatory driven environment.
• Ability to work independently and in a small team environment.
• Working knowledge of Microsoft Office products.
• High School Graduate/GED
• Understanding of collection procedures and Bankruptcy code regulations.

Compensation:

 

Compensation range (base pay): $49,637.00-$81,902.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportuniti