Retail Collections Specialist bei Citizens National Bank

Job Title: Retail Collections Specialist

Location: Operations Center - Bluffton, OH

Status: Full Time

FSLA Job Class: Non-Exempt

Department: Credit Department

Reports To: Chief Credit Officer

About the Role:

The Retail Collections Specialist plays a critical role in managing and optimizing the retail collections process.. This position is responsible for ensuring timely recovery of outstanding receivables while maintaining positive customer relationships and upholding the company’s reputation. The specialist will analyze customer accounts, identify delinquent payments, and implement effective collection strategies tailored to individual cases. Works closely with bank attorneys on workouts, foreclosures, repossessions, bank owned collateral management, and other legal actions related to delinquent accounts. Ultimately, this role contributes to the company’s financial health by minimizing bad debt and improving cash flow through diligent collections management.

Minimum Qualifications:

• Associate or bachelor’s degree in business, finance, or related field preferred.
• At least 2 years of experience in collections, accounts receivable, or a related financial role.
• Strong understanding of collections laws and regulations applicable to retail accounts.
• Excellent communication and negotiation skills.

Preferred Qualifications:

• Creative, lateral thinking, problem solving skills
• Familiarity with customer relationship management (CRM) systems.
• Demonstrated ability to handle  complex collection cases.

Responsibilities:

• Monitor and manage overdue accounts receivable to ensure timely collections.
• Contact customers via phone, email, or written correspondence to negotiate payment arrangements.
• Investigate and resolve billing discrepancies or disputes in collaboration with internal departments.
• Maintain accurate records of collection activities and customer communications in the company’s database.
• Stay abreast of Freddie Mac & government programs to help the borrowers through hardships and other non-reoccurring situations to keep borrowers in their homes. 
• Develop and implement strategies to improve collection rates and reduce delinquency.
• Ensure compliance with all relevant laws, regulations, and company policies related to collections.
• Participate in the bank's development of collection policies and procedures for foreclosure, credit for payment of delinquent accounts, and other default procedures.

Skills:

The Retail Collections Specialist utilizes strong communication and negotiation skills daily to engage with customers and resolve payment issues effectively. Analytical skills are essential for reviewing account histories, identifying patterns of delinquency, and developing tailored collection approaches. Proficiency in collections software and CRM systems enables efficient tracking and documentation of all collection activities, ensuring accuracy and compliance. Collaboration skills facilitate working with cross-functional teams to address disputes and improve customer satisfaction. Additionally, knowledge of relevant laws and regulations ensures that all collection efforts are conducted ethically and within legal boundaries.

Citizens National Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.