Delinquency Resolution Specialist (Hybrid)

Fnbo---First-National-Bank-of-Omaha-1; Omaha (NE); Hybrid; USD 37,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401k with Matching Contributions

Time Off Programs

Health Savings Account (HSA)

Job summary

FNBO, the First National Bank of Omaha, is seeking a Sr. Account Specialist to serve as a primary contact for delinquent customers, guiding them toward resolutions while ensuring compliance.

You will lead collections across Small Business products and collaborate across DFS to drive timely outcomes. The role requires prior collections/customer service experience in banking, strong negotiation skills, and ability to work both independently and in a small team.

Qualifications

• Prior experience in collections and/or customer service within banking/financial services.
• Strong negotiation, problem-solving, and conflict resolution skills for sensitive conversations.
• Ability to manage special projects within established timelines while maintaining accountability for outcomes.
• Solid understanding of collection procedures and regulatory requirements, including BSA/AML compliance obligations.
• Commitment to completing required compliance training and promptly reporting any policy violations or suspicious activity.

Responsibilities

• Conduct outbound calls to delinquent customers to understand circumstances and identify viable resolutions.
• Negotiate payment arrangements and solutions for complex delinquency situations.
• Document, execute, and monitor payment plans per department standards.
• Manage inbound customer calls across all DFS products and markets, providing knowledgeable support.
• Provide administrative support for account management, risk management, compliance, and audit functions.
• Conduct skip tracing to support collection and litigation efforts as needed.
• Maintain understanding of DFS and Small Business policies and regulations and apply them day-to-day.

Skills

Negotiation

Problem solving

Conflict resolution

Customer service

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

FNBO, the First National Bank of Omaha, is seeking a Sr. Account Specialist to serve as a primary contact for delinquent customers, guiding them toward resolutions while ensuring compliance.

You will lead collections across Small Business products and collaborate across DFS to drive timely outcomes. The role requires prior collections/customer service experience in banking, strong negotiation skills, and ability to work both independently and in a small team.