Senior Collections & Delinquency Specialist

First National Bank of Omaha; Nebraska; Hybrid; USD 37,000 - 60,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision Insurance

401k with matching

Time Off Programs

HSA/Dependent Care

Growth Opportunities

Tuition Assistance

Disability Insurance

Job summary

The Sr. Account Specialist at First National Bank of Omaha will serve as a key contact for customers navigating delinquency, conducting solution-focused conversations to resolve accounts while ensuring compliance with applicable regulations.

You will also lead collections efforts across Small Business products to drive timely outcomes. Ideal candidates will have experience in collections or customer service within banking, strong negotiation skills, and the ability to operate in a hybrid work

Qualifications

• Prior experience in collections and/or customer service within a banking or financial services environment.
• Strong negotiation, problem-solving, and conflict resolution skills with the ability to navigate sensitive conversations with confidence and empathy.
• Demonstrated 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.

Responsibilities

• Conduct outbound calls to delinquent customers with professionalism and purpose, working to understand their circumstances and identify viable paths to resolution.
• Negotiate payment arrangements and solutions for complex delinquency situations, balancing customer needs with risk management objectives.
• Document, execute, and monitor formalized payment plans in accordance with department standards.
• Manage inbound customer calls across all DFS products and markets, providing knowledgeable support and guidance.
• Provide administrative expertise in support of account management, risk management, compliance, and audit functions, ensuring adherence to internal policies and state and federal regulations.
• Conduct assets, addresses, and phone number research (skip tracing) to support collection and litigation efforts as needed.
• Maintain a thorough understanding of all applicable DFS and Small Business policies, laws, and regulations, and apply them consistently in day-to-day responsibilities.

Skills

Collections experience

Customer service

Negotiation

Regulatory compliance

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

The Sr. Account Specialist at First National Bank of Omaha will serve as a key contact for customers navigating delinquency, conducting solution-focused conversations to resolve accounts while ensuring compliance with applicable regulations.

You will also lead collections efforts across Small Business products to drive timely outcomes. Ideal candidates will have experience in collections or customer service within banking, strong negotiation skills, and the ability to operate in a hybrid work