Special Assets Manager

Keystone; Indianapolis (IN); On-site; USD 70,000 - 110,000; Full time

Job summary

Keystone is seeking a Special Assets Manager to oversee delinquent and special accounts, coordinating with third-party agencies, repossession vendors, and outside counsel to recover money promptly and compliantly.

The role requires evaluating escalated accounts, negotiating payment terms, and monitoring performance metrics. Strong communication and organizational skills are essential for success within cross-functional teams in Indiana.

Qualifications

• Bachelor's degree required.
• Experience with outside counsel, collection agencies, repossession vendors, or bankruptcy matters preferred.
• Experience in commercial, agricultural, cooperative, or secured credit environments preferred.
• Experience developing collection procedures, reporting tools, or delinquency control processes preferred.

Responsibilities

• Oversees collection procedures in line with company policies and applicable laws.
• Evaluates complex delinquent accounts and advises on next steps (payment plans, legal referral, repossession, settlement, or charge-off).
• Monitors collateral interests and protects against losses.
• Negotiates repayment terms and payment plans with customers.
• Tracks metrics like delinquency trends, recovery rates, and charge-offs.

Skills

Communication skills

Negotiation

Judgment/Decision-making

Organization

Professionalism

Teamwork

Data analysis basics

Legal awareness

Education

Bachelor's degree

Tools

Microsoft Office Suite

Power BI

CRM software

Job description

Job Description

Summary:

The Special Assets Manager oversees the collection of delinquent and special accounts, supports delinquency controls, and coordinates collection efforts across the company, third-party collection agencies, repossession vendors, and outside counsel. This role is responsible for evaluating escalated accounts, recommending appropriate collection strategies, monitoring collection performance, and ensuring money owed to the company is pursued and recovered in a timely, professional, and compliant manner.

Duties and Responsibilities:

• Facilitates collection procedures in accordance with company policies, procedures, and applicable collection requirements.
• Reviews complex, delinquent, or escalated accounts and determines appropriate next steps, including payment arrangements, legal referral, repossession, settlement, or charge-off recommendation.
• Verifies, monitors, and protects collateral interests to support collection efforts and reduce potential loss exposure.
• Negotiates with customers to amend repayment terms, establish payment plans, or resolve past-due balances, as appropriate.
• Monitors collection performance metrics, including delinquency trends, recovery rates, aging balances, charge-offs, and agency or counsel effectiveness.
• Manages relationships with third-party collection agencies, repossession vendors, and outside counsel, including performance reviews, account coordination, and issue resolution.
• Coordinates legal referrals with outside counsel, including account review, documentation preparation, status tracking, and follow-up on recommended actions.
• Administers bankruptcy and workout accounts, including monitoring case activity, coordinating repayment or restructuring arrangements, and ensuring appropriate internal documentation and follow-up.
• Communicates the status of delinquent accounts to the Assistant Vice President of Credit and Finance, Credit and Finance Directors, and other appropriate personnel.
• Prepares reports for leadership regarding delinquency status, collection activity, recovery progress, and recommended next steps.
• Partners with credit, finance, operations, and sales teams to identify high-risk accounts and recommend appropriate collection strategies.
• Maintains accurate documentation of collection activity, account status, customer communication, and recommended actions.
• Reviews accounts and recommends write-off action when appropriate; supervises approved write-off procedures and related credit reporting agency notifications.
• Identifies and supports process improvements related to delinquency prevention, collection workflows, customer outreach, and account escalation.
• Performs other related duties as assigned.

Required Skills and Abilities:

• Excellent verbal and written communication skills.
• Strong judgment, decision-making, negotiation, and persuasive communication skills.
• High level of professionalism and discretion when working with customers, internal teams, outside counsel, and third-party agencies.
• Strong organizational skills with the ability to manage multiple priority accounts, deadlines, and follow-up actions.
• Ability to interpret account history, credit information, legal documentation, and payment behavior to determine appropriate collection action.
• Ability to work effectively both independently and as part of a team.
• Basic understanding of statistics, reporting, and data analysis.
• Basic understanding of applicable state and federal collection laws, including the Fair Debt Collection Practices Act and the Fair Credit Reporting Act.
• Proficiency with Microsoft Office Suite; experience with Power BI or related reporting tools and customer relationship management software preferred.

Education and Experience:

• Bachelor’s degree required.
• Experience working with outside counsel, collection agencies, repossession vendors, or bankruptcy matters preferred.
• Prior experience in commercial, agricultural, cooperative, or secured credit environments preferred.
• Experience developing collection procedures, reporting tools, or delinquency control processes preferred.