SUMMARY
Serves as the main customer phone contact, and as such takes actions to ensure maximum customer satisfaction, resolves client problems, and monitors client loan collateral for BVF.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
- Job related laws and regulations include, but are not limited to the following: Bank Secrecy Act (BSA); Customer Identification Program (CIP); Expedited Funds Availability Act (Regulation CC); Reserve Requirements (Regulation D/Q); Office of Foreign Asset Control (OFAC); Elder Financial Abuse.
- Processes daily client funding requests.
- Performs daily collections, verification and accounts receivable functions.
- Approves and recommends account debtor credit limits.
- Monitors, tracks and follows up on client problems requiring direct resolution.
- Maintains an excellent working relationship with clients.
- Manages the customer-related accounting activities. Identifies non-earning assets and/or collateral for potential write-offs.
- Participates in group mailings and verifications.
- Identifies and attempts to cure defaults by either requesting an increase or addition to collateral or by developing and negotiating a repayment plan.
- Provide, present, and promote the Citizens Experience to all external and internal customers.
- Other duties as assigned.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER & SOFTWARE SKILLS
- Proficiency with Microsoft Office programs
CERTIFICATES, LICENSES, REGISTRATIONS
None required
OTHER SKILLS and ABILITIES
- Proficiency with basic accounting concepts.
- Ability to defuse highly stressful situations over the phone and excellent customer service and problem-solving skills.
- Good organizational and time management skills are required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel. The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl. The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms. The associate must occasionally lift and/or move up to ten (10) pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is usually moderate.
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