Relationship Resolution Specialist

THE NORTH COUNTRY SAVINGS BANK•Village of Canton, NY

18h•Hybrid

About The Position

The Relationship Resolution Specialist is responsible for managing delinquent consumer and/or mortgage accounts in a professional, respectful, and solution-oriented manner while preserving strong customer relationships. This position works directly with customers to identify payment solutions, minimize financial risk to the Bank, and support positive customer experiences through effective communication, problem-solving, and account management. The Relationship Resolution Specialist serves as a liaison between the customer and the Bank by providing education, guidance, and support regarding account status, payment arrangements, and available assistance options.

Requirements

Flexible work schedule
Valid New York State Driver’s License
Ability to read
Ability to write
Strong communication and organizational skills, accuracy in interpreting transaction histories, and a solid understanding of the balancing process;
Strong knowledge of Excel and Word;
Good oral, written and human relations skills;
Good math skills;
Good computer skills and ability to operate standard office equipment;
Aptitude for use of Bank’s Teller programs (Insight).

Nice To Haves

Two years of experience in a financial institution or loan setting is preferred.
Solid understanding and knowledge of Bank loan products and services.
Experience in collection of accounts and/or collateral is desired.

Responsibilities

Contact customers regarding past due loan, deposit, or overdraft accounts through phone calls, letters, email, text messages, and other approved communication methods and assist them with payment difficulties;
Contact customers regarding returned checks;
Support retention of customer relationships by balancing service excellence with sound collection practices.
Maintain professional and respectful communication with customers while working toward account resolution.
Review delinquent accounts and recommend appropriate repayment arrangements or next steps.
Document all customer interactions, collection efforts, payment arrangements, and account activity accurately within Bank systems.
Monitor and maintain assigned delinquency queues to ensure timely follow-up and resolution.
Respond to customer inquiries regarding payments and loan transaction history;
Assist customers with understanding payment options, due dates, and account obligations.
Work collaboratively with branch staff, lending personnel, and management to resolve customer account concerns.
Inspect bank collateral including real estate inspections of bank-owned properties and properties in foreclosure. These inspections may involve determining the need for and assignment of cleaning, maintenance and repairs;
File legal claims with courts and attorneys;
Respond to attorney requests for documents, payoff figures and other information;
Manage borrower-filed bankruptcies;
Process County delinquent tax notices received related to our mortgaged properties;
Process City of Ogdensburg delinquent tax notices related to our mortgaged properties;
Work with real estate agents toward the sale of bank-owned properties;
Attend pre-foreclosure conferences;
Assist with preparation of reports related to delinquency trends, payment activity, and collection efforts.
Identify and escalate high-risk accounts, bankruptcy notices, fraud concerns, or legal matters as appropriate.
Ensure collection activities remain compliant with all applicable federal and state laws, regulations, and Bank policies.
Scan and Index collections documents using the Document Management System;
Maintain confidentiality of customer and Bank information.
Participate in departmental meetings and ongoing professional development.
Complete all mandatory training;
Perform additional duties as assigned.