Account Resolution Specialist

Bar Harbor Bankshares•Newport, NH

About The Position

Bar Harbor Bank & Trust is seeking an Account Resolution Specialist to handle past-due loan collections and support delinquency resolution. The role may be based in Hampden, Ellsworth, or Bangor, Maine; Newport, Manchester, or New London, New Hampshire; or Randolph, Vermont. The specialist communicates with borrowers, determines the causes of delinquency, helps arrange solutions, and follows applicable bank procedures, regulations, and secondary-market guidelines. The position is full-time, 40 hours per week, and involves limited travel. The stated hourly range is $18 to $22. The role also supports servicing for seriously delinquent accounts and secondary-market loan workouts, including retention and liquidation options. It includes coordinating with internal teams and third parties, documenting account activity, monitoring workout settlements and incentive payments, and maintaining professional customer relations. The position operates in a general office environment.

Requirements

High school degree or equivalent.

Responsibilities

Handle collection of past-due loan payments and make timely collection calls according to department procedures and secondary-market guidelines.
Prepare and mail collection, default, repossession warning, invade, and special escrow arrangement communications accurately and on schedule.
Accurately document customer contacts and attempted contacts in the JHA collection system.
Gather information from customers to determine reasons for delinquency, including financial information and monthly obligations.
Assist customers with delinquency resolution, payment disputes, alternative payment arrangements, and escrow arrangements; monitor and follow up on agreed payment plans.
Assist with servicing seriously delinquent accounts, including ordering appraisals and credit reports and ensuring properties are secure, maintained, and winterized when necessary.
Review Borrower Response Packets and determine appropriate retention or liquidation options under secondary-market guidelines, including repayment plans, forbearance, modification, short sale, and deed-in-lieu.
Maintain professional customer relations and handle borrower calls respectfully and courteously in compliance with department procedures.
Request or conduct exterior property inspections as required and accurately record findings in the JHA collection system.
Process rights of setoff when applicable.
Perform quality-control checks of mortgage and HELOC default notices, rights-of-offset, repossession letters, and UCC default letters.
Monitor secondary-market retention and liquidation workouts through settlement and provide workout settlement and maintenance instructions to Loan Servicing.
Monitor servicer incentive payments for completed and settled workouts and transfer applicable amounts to the general ledger account.
Attempt to locate borrowers using skip-tracing techniques.
Review and input Fresh Start Agreements for overdrawn checking accounts with Bounce Protection.
Coordinate with Branch Managers, other departments, and personnel to facilitate customer collections.
Adhere to Anti-Money Laundering, Bank Secrecy Act, federal banking regulations, bank policies, and procedures.
Use computer systems and software to enter, retrieve, and analyze account and loan data.
Communicate with customers, internal departments, attorneys, and third parties through clear oral and written correspondence.
Manage multiple tasks in a high-volume, fast-paced environment while meeting deadlines.
Apply analytical and mathematical skills to review loan data, payment histories, and account balances.
Maintain accurate and complete customer, loan, and transaction records.
Comply with applicable loan collection rules, FCRA requirements, secondary-market investor guidelines, and mortgage insurance company guidelines.
Apply knowledge of bankruptcy laws and procedures and foreclosure laws and procedures for properties in New Hampshire, Maine, and Vermont.
Perform other duties as requested.