Collector II

Bank of Hawaii

Experience: 1+ yrs
Location: Kapolei, Hawaii, United States
Job type: Full-time

Required skills

Microsoft Office
Outlook
Word
Excel
Access
PowerPoint

About the role

Under the direction of the Manager, this position is responsible for administration of assigned consumer and overdraft accounts to minimize delinquency and charge off losses, minimize expenses and reduce exposure to counterclaims, evaluate and dispose of collateral where appropriate. This position complies with Bank of Hawaii policies and procedures as well as State and Federal requirements for the collection of debts.

Responsibilities

Contacts delinquent and overdraft customers through various means, including telephone and letters. Reviews, analyzes and determines source of repayment problem. Recommends and implements course of action to resolve delinquent status and assists customer in reestablishing payment record or reconciling account. Prepares standard and non-standard letters to clients about delinquent accounts. Prepares General Ledger tickets to process payments on accounts. Processes ACH (electronic funds-transfer) payments or manual debits as authorized by the customers. Reviews delinquent accounts and recommends those that may qualify for a change in terms or modification. Documents and approves those accounts which should have the credit facility closed to further draws. Documents and approves those accounts which qualify for a deferral or due date change. Develops innovative resolutions to delinquency within established authority and guidelines and acts independently within established guidelines.
Monitors internal or external documents to remain compliant with Bank of Hawaii, State and Federal regulations on collection and bankruptcy policies and procedures. Demonstrates a broad product knowledge base and utilizes all workout tools available for customer assistance. Reviews, recommends and assigns accounts for repossession, foreclosure or legal action. Utilizes bank and external resources to facilitate skip tracing efforts.
Communicates and negotiates with external and internal customers as well as bank personnel to resolve disputes, problems and complaints. Follows-up for timely completion of resolutions.
Develops and maintains strong relationships with other departments, branches and outside service providers, such as repossession agencies and attorneys. Assists with the training of new staff members.
Performs all other miscellaneous responsibilities and duties as assigned.

Qualifications

High school diploma, G.E.D.
Minimum 1 to 2 years previous work experience in sales, marketing, customer service or related field.
Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. Knowledge of or ability to use Bank software.
Demonstrated verbal and written communication skills. Must be analytical, detail oriented, organized. Must be able to meet deadlines and handle multiple priorities. Demonstrated negotiation skills. Effective and efficient team player with excellent interpersonal skills, who can also resolve problems independently. Able to work with minimal supervision and able to assist with training of other staff members. Able to work flexible hours including holidays, weekends and evenings as needed or assigned. Must be able to provide own transportation or to operate a vehicle with a valid driver’s license, and able to commute and arrive at intended destination in a timely manner and/or as required.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers.

About Bank of Hawaii

Provides personal and commercial banking services in the Pacific region.

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