Retail Resolution Manager

WesBanco Bank, Inc.•Ellwood City, PA

About The Position

This position is responsible for managing the collection activities and workflow for both active and charged off loans within the bank’s retail (consumer) loan and residential mortgage portfolios. The primary duties are providing guidance and leadership to department personnel as well as the overall administration of a portfolio of delinquent consumer, personal and residential real estate loans while strictly adhering to all bank, state and federal policies and regulations. The position will work closely with Bank management, applicable staff and legal counsel to protect the Bank's interests and ensure compliance with all applicable laws and regulations.

Requirements

Possesses and maintains a comprehensive knowledge of applicable state and federal regulations relating to collections, including but not limited to FDCPA, UDAAP, FCRA, SCRA as well as bankruptcy laws.
Strong knowledge of residential properties and consumer collateral.
Strong knowledge of foreclosure, repossession and bankruptcy processes.
Ability to analyze the most complex financial and legal documents.
Ability to understand complex financial transactions and provide guidance or alternatives, as appropriate.
Ability to effectively communicate acceptable credit structures to lenders and customers.
Excellent written communication skills.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to write speeches and articles for publication that conform to prescribed style and format.
Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plain and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Proficient in Microsoft Office products including Excel, Word and Outlook.
Ability to learn other banking software as needed.
Bachelors degree and a minimum of five years’ experience in retail and/or residential mortgage banking or collections or equal education and/or experience, required.
A minimum of three years’ experience in a management role is required.
Strong knowledge of all applicable state and federal regulations including the CFPB guidelines is required.
Prior experience in originating, servicing and/or collecting GSE accounts (SBA, Freddie Mac, FHA, Fannie Mae, etc.) is required.
A thorough knowledge of credit underwriting and collection practices, and the ability to effectively negotiate appropriate strategies with borrowers is required.

Nice To Haves

Department head experience is a plus.

Responsibilities

Managing the collection activities and workflow for both active and charged off loans within the bank’s retail (consumer) loan and residential mortgage portfolios.
Providing guidance and leadership to department personnel.
Overall administration of a portfolio of delinquent consumer, personal and residential real estate loans while strictly adhering to all bank, state and federal policies and regulations.
Working closely with Bank management, applicable staff and legal counsel to protect the Bank's interests and ensure compliance with all applicable laws and regulations.
Ensuring that the Bank's policies and procedures are compliant.
Ensuring adherence to stated timelines throughout the collection, foreclosure and loss mitigation process to ensure CFPB compliance.
Developing a working knowledge of mortgage loan servicing requirements and regulations including loss mitigation options.
Ensuring that all required actions/steps are taken by collection and support personnel prior to an account being assigned to legal counsel.
Developing and implementing credit administration strategies to minimize the Bank's potential loss.
Discussing issues with supervisor, other management personnel, and/or legal counsel to develop strategies and solutions.
Documenting loan files appropriately with respect to the action taken and pertaining to each assigned account.
Identifying and analyzing various types of collateral to determine an action plan for liquidation.
Providing leadership for department personnel to determine proactive collection strategies including stalled accounts.
Taking ownership of accounts which require management attention.
Consulting with management on loan specific situations that require further attention.
Setting clear performance expectations, productivity standards, and quality benchmarks, while fostering a culture of professionalism, accountability and customer respect.
Conducting work quality audits of random accounts for department personnel to ensure all accounts are worked in accordance with bank policy, including documentations, contact attempts and escalation procedures.
Reviewing and approving files for actions including repossessions, foreclosures, non-accrual and charge-off.
Reviewing loan modification and/or loss mitigation packages and supporting documents for completeness and, if appropriate, for compliance with CFPB servicing guidelines.
Assisting staff and borrowers in understanding and implementing workout options including discussion of modifications; assist staff with follow-up actions required of the borrower to obtain the loss mitigation and/or workout option.
Ensuring strict adherence by collection personnel to stated timelines throughout the collection and loss mitigation processes.
Analyzing loan collateral files, identifying issues, developing the appropriate strategies and ensuring follow-up on progress or promised actions.
Developing and maintaining department processes, policies and procedures.
Providing first line risk management assessment.
Communicating and escalating collection issues through all levels of senior management.
Other duties as may be assigned.