POSITION SUMMARY:

The Collections & Consumer Lending Support Specialist provides administrative and operational support to the Bank’s consumer lending and collections functions. This role assists with collection outreach on delinquent accounts, maintains accurate loan and collection records, and supports consumer loan processing and servicing. The position emphasizes professionalism, regulatory compliance, and strong customer communication while helping maintain asset quality and efficient loan operations.

ESSENTIAL FUNCTIONS:

Collections Support

• Assist with outbound and inbound collection calls on delinquent consumer loan accounts in accordance with bank policy and applicable regulations
• Document all collection activity accurately within the core system and collection tracking tools
• Prepare and send routine collection correspondence (past-due notices, payment reminders, demand letters, etc.)
• Coordinate with lenders and credit administration staff regarding delinquency status, payment arrangements, and account follow-up
• Monitor delinquency reports and assist in tracking past-due, charged-off, and workout accounts
• Support repossession, recovery, and charge-off processes as directed, including documentation and vendor coordination

Collection Administration

• Maintain organized loan and collection files, ensuring documentation is complete and audit-ready
• Assist with payment agreements, hardship arrangements, and workout documentation
• Prepare internal reports related to delinquency trends, collection activity, and portfolio status
• Support compliance with FDCPA, UDAAP, and other consumer protection requirements
• Assist with examiner and audit requests related to collections and consumer loan servicing

Consumer Lending Support

• Assist lenders with consumer loan application processing, documentation, and closing preparation
• Order and review supporting documentation (credit reports, income verification, collateral information, etc.)
• Ensure loan files are complete, accurate, and compliant with internal policy and regulatory requirements
• Provide customer service support related to consumer loan payments, payoff requests, and general inquiries
• Assist with loan boarding, modifications, extensions, and payoff processing

SKILLS:

• Strong written and verbal communication skills with a professional, customer-focused approach
• Ability to handle sensitive financial conversations with discretion and empathy
• High attention to detail and strong organizational skills
• Working knowledge of consumer lending, collections, or bank operations preferred
• Ability to follow established procedures while exercising sound judgment
• Proficiency with core banking systems, loan documentation software, and Microsoft Office

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• Prior experience in banking, lending, collections, or financial services preferred
• Experience in consumer loan servicing or credit administration is a plus

PHYSICAL DEMANDS/WORK ENVIRONMENT REQUIREMENTS:

• The physical demands and work environment of this position are typical of an interior/office work
• environment with limited physical effort required and no or very limited exposure to physical risk.
• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, permits the employee to communicate effectively.
• Sufficient vision or other powers of observations, with or without reasonable accommodation, which permits close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
• Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to operate a personal computer and related office equipment.
• Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to function in the context of the position to include but not be limited to lifting and carrying up to 50 pounds, moving, stooping, bending, reaching, pushing, pulling; repetitive motion; prolonged standing and/or sitting; and the capability to travel independently.
• Environmental conditions include those risks normally associated with the context of an office environment and exposure to weather conditions when/if traveling on business and/or attending outdoor community events. The office noise level is usually minimal.

MENTAL DEMANDS:

• Learning, thinking, concentration
• Positive interaction with others always exhibiting self-control
• Maintain poise when faced with stressful situations, particularly in customer relations
• Make wise decisions and exercise discretion