Collector I - Retail Loan Collections

Central Pacific Bank•Honolulu, HI

6h•Onsite

About The Position

Under the general direction of the Retail Loan Collections Manager and Assistant Manager/Supervisor, this position monitors and collects on delinquent Indirect, Consumer, Small Business and Early Stage (1-29 dpd) Portfolio loans. The role involves working with customers to negotiate and establish workout programs for delinquent and problem loans, as well as collaborating with legal counsel and debt management for assigned accounts. Responsibilities include processing extensions, due date changes, and LOGs on total loss claims, negotiating claims with external insurance agencies, and supervising the forced-placed insurance program. The position ensures proper charges and refunds on accounts, reconciles amortization schedules, and requires a thorough understanding of the repossession process, certificates of title, and related DMV functions. Additionally, the Collector directs and ensures accurate payment applications and corrections, utilizes a Central Pacific Bank issued cellular phone for collections, and performs collection efforts via text and email. This includes skip chasing, offsetting for payments, and managing various payment applications such as ACH and Credit Cards through an electronic cash management system. The Collector will perform all duties and interact with customers in alignment with the Company's Core Values of a “Voyaging Spirit” and being “Positively Ohana”, exhibiting core competencies in Customer Interactions, Empowerment and Ownership, Active Listening, effective Oral and Written Communication, Action and Solution Orientation, and Thoroughness.

Requirements

High School Diploma or GED equivalency required.
1+ years of experience in the field of Collections.
Knowledge of FDCPA, FCRA, GLBA, SCRA.
Knowledge of the Bankruptcy laws required.
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.

Nice To Haves

Thorough understanding of the repossession process.
Proper handling and understanding of our certificates of title and any other related DMV functions.

Responsibilities

Reviews delinquent loan reports; prepares collection call strategies and initiates contact through collection calls primarily via telephone and written notices.
Probes for the cause of delinquency; negotiates, implements, and monitors 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.
Works 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.
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.
Supervises 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.
Directs and ensures accurate payment applications and corrections/reversals/backdating.
Performs efforts to collect via text and email.
Includes skip chasing, offsetting for payments, managing various payment applications including our electronic cash management system for ACH and Credit Cards.