Collections Specialist I

ChoiceOne Bank; Fenton (MI); On-site; USD 40,000 - 52,000; Full time

Job summary

ChoiceOne Bank seeks a Collection Specialist I to support consumer and commercial loan collections, including Special Assets, in a customer-focused team. You will contact past-due customers via multiple channels, assist in repayment plans, and coordinate with outside agencies as needed.

Reports to the Consumer Collections Manager and collaborates with various departments to safeguard the lending function while adhering to regulations and bank policies.

Qualifications

• High School diploma or GED; bachelor’s preferred.
• 2–3 years of collection experience.
• Ability to operate a PC and common business software.

Responsibilities

• Contact past due customers using calls, texts, and other channels.
• Process collection campaigns and maintain CRM records.
• Work with parties to establish repayment plans and notify third-party vendors as needed.

Skills

Written and Oral Communication

Quality

Technical Skills

Judgment

Project Management

Initiative

Education

High School diploma or GED

Bachelor's Degree in business-related major (preferred)

Tools

Windows

Microsoft Office

Job description

Corporate Values & Mission: Provide superior service, quality advice and show our utmost respect to everyone we meet.

Collection Specialist I

Non-Exempt – Grade Level 4

Equal Employment Opportunity

General Summary

Assists with overall Collection efforts of Consumer delinquent loans, as well as Commercial loan including Special Assets in an effort to facilitate and safeguard the lending function.

Reports To: Consumer Collections Manager

Essential Duties And Responsibilities

• Contact past due customers in accordance with acceptable collections practices. Must be comfortable with and utilize all methods of communication; this includes telephonic conversations, texting, Banno, etc.
• Process Enghouse consumer collection campaigns through CARM.
• Create system alerts within Xperience.
• Process CRM service sessions.
• Work with customers to bring past due accounts current through repayment plans, promises to pay and customer meetings.
• Works with 3rd party vendors to complete repossession process for appropriate past due accounts.
• Locates customers with whom the Bank has lost contact. Is tactful and resourceful in probing for information leading to the location of the delinquent customer.
• Assist other Collection personnel with various clerical support.
• Acts as a liaison with outside Collection Agencies, third party vendors (e.g. Miedema), and attorneys as needed.
• Maintain the charged off deposit account reports and send letters to customers.
• File small claims and appear in court on behalf of the Bank.
• Balance the General Ledger as needed.
• Resolve misapplied payments and/or create payment plans.
• Effectively utilize systems such as CARM, SwipeSimple, Synergy, Xperience, CRM, and third-party vendor portal systems, etc.
• Additional responsibilities as assigned.
• Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and report any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Be familiar with and comply with all federal and state banking regulations as applicable.
• Understand and process Mortgage Loan Modification Agreements, Consumer Loan Extension Agreements and Collection File Memos.

Qualifications

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience And/or Education

• High School or GED equivalent
• Bachelor's Degree in business-related major preferred
• Minimum of two (2) to three (3) years of Collections experience
• Ability to operate a PC - experience with Windows, Microsoft Office, miscellaneous software applications

Competencies

Written and Oral Communication – Effective written and oral communication skills required, with the ability to interface with internal and external stakeholders and community partners. Has group presentation skills.

Quality – Demonstrates accuracy and thoroughness; monitors own work and the work of others to ensure quality.

Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Has a thorough understanding of collection procedures.

Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision‑making process. Makes timely decisions.

Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and within budget; manages project team activities.

Initiative – Undertakes self‑development activities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Physical Demands and Work Environment

Ability to work in an office environment which may include many hours of computer and telephone usage. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job‑related instructions as requested by their supervisor, subject to reasonable accommodations.