Collector I - Retail Loan Collections

Central Pacific Bank•Honolulu, HI

4d•$19 - $24

About The Position

Under the general direction of the Retail Loan Collections Manager and Assistant Manager/Supervisor, the Collector I monitors and collects delinquent Indirect, Consumer, Small Business, and Early Stage (1–29 days past due) portfolio loans. The role works with customers to negotiate and establish workout programs for delinquent and problem loans, and may work with legal counsel and debt management on assigned accounts. The position processes extensions, due-date changes, and letters of guarantee on total-loss claims; negotiates claims with external insurance agencies; and supervises the forced-placed insurance program. Responsibilities also include ensuring proper account charges for coverage breaks, issuing refunds when proof of insurance is provided, reconciling amortization schedules, and handling repossessions, certificates of title, and related DMV functions. The Collector directs accurate payment applications and corrections, reversals, and backdating. The role uses a company-issued cellular phone to collect, including by text and email. Collection activities also include skip tracing, payment offsets, and managing payment applications through electronic cash management systems for ACH and credit cards. The Collector performs duties and interacts with internal and external customers in alignment with the company’s Core Values of “Voyaging Spirit” and “Positively Ohana.” The position emphasizes positive 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.
At least 1 year of experience in collections.
Knowledge of FDCPA, FCRA, GLBA, and SCRA.
Knowledge of bankruptcy laws.
Ability to perform light physical work and move or lift items such as boxes, files, and papers weighing up to 20 pounds.
Ability to operate standard office equipment, including a phone, copier, and personal computer, and use related devices and applications proficiently.
Ability to communicate clearly verbally and in writing with internal and external customers, and to hear sufficiently for daily discussions and interactions.
Ability to read and understand bank-related documents.
Ability to work in a conventional office setting, including sitting at a desk or workstation for long periods, and to adapt to different work environments.

Responsibilities

Review delinquent loan reports, prepare collection call strategies, and initiate contact primarily through telephone calls and written notices.
Determine the causes of delinquency; negotiate, implement, and monitor accounts through reinstatement or initiation of adverse action.
Prepare monthly loan reports.
Respond effectively to customers, branches, and internal and external departments at all organizational levels, including handling adverse customer situations and escalated phone calls.
Develop knowledge of bankruptcy and work with attorneys and trustees to resolve cases or filings.
Document contacts and workout arrangements in VQN and maintain borrower correspondence and account histories.
Update multi-client systems and scan and import necessary documents into borrower files.
Coordinate with other departments regarding repossessions, loan modifications, and extensions.
Work with the Supervisor to assign vehicles for repossession and manage the repossession and liquidation process.
Monitor processing and file maintenance of bankruptcy and charge-off accounts.
Process extensions, due-date changes, and letters of guarantee on total-loss claims; negotiate claims with external insurance agencies.
Supervise forced-placed insurance activity, ensure proper charges for breaks in coverage, issue refunds upon proof of insurance, and reconcile amortization schedules.
Handle repossessions, certificates of title, and related DMV functions.
Ensure accurate payment applications and perform corrections, reversals, and backdating.
Collect via company-issued cellular phone, text, and email; perform skip tracing and payment offsets; and manage ACH and credit-card payment applications.