Job Description

Position Function:

Under the general direction of the Retail Loan Collections Manager and Assistant Manager/Supervisor, monitors and collects on delinquent Indirect, Consumer, Small Business and Early Stage (1-29 dpd) Portfolio loans. Works with customers to negotiate and establish workout programs for delinquent and problem loans, as well as the ability to work with legal counsel and debt management to which some of these accounts are assigned. Processes extensions, due date changes, and LOG's on total loss claims. Negotiates claims with external insurance agencies for greatest outcome on total loss claims as well as supervision of our forced placed insurance program. Ensures proper charges to the account for breaks in coverage, refunds on accounts for proof of insurance, and reconciling amortization schedules. Must have a thorough understanding of the repossession process. Requires proper handling and understanding of our certificates of title and any other related DMV functions. Directs and ensures accurate payment applications and corrections/reversals/backdating. This position also includes using a Central Pacific Bank issued cellular phone for purposes of collecting. In addition, the Collector will perform efforts to collect via text and email. Collection within Retail Collections includes skip chasing, offsetting for payments, managing various payment applications including our electronic cash management system for ACH and Credit Cards.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

• Reviews delinquent loan reports; prepares collection call strategies and initiates contact through collection calls primarily via telephone and written notices. Be able to probe for the cause of delinquency; negotiate, implement, and monitor accounts through reinstatement and/or initiation of adverse action. Prepares monthly loan reports.
• Receives and responds effectively with a diversity of individuals at all organizational levels-customers, branches and internal/external departments. Handles customers in adverse situations and escalated phone calls. Establishes knowledge of Bankruptcy and works with attorneys/trustees to resolve a case/filing.
• Documents contacts and workout arrangements in VQN, with correspondence to borrowers while creating a history. Updates multi-client systems and scans and imports necessary documents to borrowers file for future reference.
• Works with other departments relative to the status of repossessions, loan modifications, and extensions. Will work with Supervisor on assigning cars for repossession, managing the repo, and liquidation process.
• Monitors the processing and file maintenance of Bankruptcy accounts and Charge Off accounts.

Minimum Qualifications:

Education

• High School Diploma or GED equivalency required.

Experience

• 1+ years of experience in the field of Collections, utilizing knowledge of FDCPA, FCRA, GLBA, SCRA and knowledge of the Bankruptcy laws required.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.