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This role manages client relationships for individuals and businesses with checking and savings accounts that are overdrawn or are in a charged-off status. Responsibilities include answering incoming and initiating outgoing calls to obtain deposit information, negotiate payment arrangements, settlements and update any customer contact information; which may include skip tracing; in addition to answering questions regarding the First Bank's Overdraft program.
What You Will Be Doing
- Collection on overdrawn deposit accounts.
- Performing system maintenance on customer accounts in the appropriate bank system; FIS Insight, Sales Management, People Soft and Cyber/Collect.
- Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
- Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
- Reviewing accounts for charge off maintenance as a result of delinquency.
- Accepting and performing credit card payments; for checking/savings accounts, via the First Data Global Gateway system.
- Adhering to the guidelines set forth in the Fair Debt Collection Practices Act (FDCPA) and the Electronic Fund Transfers Act (Reg. E) as it pertains to overdraft programs.
- Educating customers regarding the overdraft program, Best Practices, regulatory guidelines surrounding overdraft programs including Reg. E and the Truth in Savings Act (Reg. DD).
- Consistently meeting and maintaining goals and productivity levels set by management.
- Escalating problem accounts to the next level in a timely fashion.
- Ensuring that all calls are documented in the appropriate software systems.
None
- High school diploma or general education degree (GED)
- Minimum of two years customer service and/or collections experience and/or training, preferably in a banking environment; 6-months related experience, preferred; or equivalent combination of education and experience
- Proven ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent
- Intermediate knowledge and experience with Microsoft Office products including Excel and Outlook, required
- Previous telephone call center experience and collections preferred
- Familiarity with FIS Insight, a real plus.
- Multi-lingual, a real plus
- U.S. Military Veterans are encouraged to apply
Be a part of a growing company that is truly committed to its employees and clients. Consider joining the First Bank family. As a member of our family, you are part of one of the largest independent banks in the U.S. We are proud of our growth and success over the past 100 years and look forward to a bright and promising future.
DiversityAt First Bank one of our biggest strengths is the diversity of our people. Our mission is to capitalize on the diversity of our associates and promote personal and professional development throughout every area of the organization. We encourage diversity by actively seeking employees from various backgrounds, walks of life, and job skills. We strongly encourage you to apply whenever a First Bank job opportunity interests you.
First Bank is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
At First Bank, we embrace a hybrid work environment which include at least two full days in the office with more or all in-office days expected of our client facing teams and the groups that support them in the business.