Collections and Portfolio Specialist

The Collections and Portfolio Specialist is responsible for managing and resolving delinquent consumer accounts while supporting the overall health and performance of an assigned loan portfolio. This role combines traditional collections activities with proactive portfolio monitoring and customer communication. The position requires strong attention to detail, regulatory compliance awareness, and the ability to balance customer service with effective loss prevention.

Essential Duties

• Monitor and manage overdue accounts to ensure timely collections for consumer loans.
• Perform proactive outreach (including phone, email, or written correspondence) to customers with past-due accounts, identifying the reasons for non-payment and negotiating payment solutions.
• Handle customer inquiries and provide clear, accurate information on account status and payment options.
• Develop and offer customized payment plans based on the customer’s financial situation while ensuring timely recovery of owed funds and adhering to bank policies and regulatory requirements.
• Keep detailed and accurate records of all customer interactions, collection efforts, payment arrangements, and outcomes within the bank’s collections system.
• Review and analyze customer accounts to identify potential payment issues or trends.
• Ensure all collections practices comply with applicable federal and state laws and other relevant banking regulations.
• Help service current solar loans and leases. Assist in evaluating solar financials, cash flows, and modification potential.
• Maintain strong relationships with customers, collection agencies, and title companies.
• Stay informed about industry trends, regulatory changes, and technological advancements in solar projects.
• Perform customer reach outs regarding amortizing solar loans.
• Calculate and provide lease payoffs and work with customers to set up ACH payments or other payment arrangements.
• Perform charge offs, modifications, deferrals, transfers, bankruptcy recordings, and loan and lease payoffs accurately and efficiently.
• Work with real estate agents, closing companies, and title companies to accurately record solar leases and loans.

Secondary Duties

The Collections and Portfolio Specialist performs duties specific to the position and other functions as assigned.

Responsibilities

• Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.
• Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank’s values, and accept responsibility for one’s own actions.
• Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of diversity, promote a working environment free of harassment of any type, and value a diverse workforce.
• Follow policies and procedures, complete tasks accurately and on time, support the bank’s goals and values, and benefit the bank through outside activities.
• Perform the position safely, without endangering the health or safety of yourself or others, and report potentially unsafe conditions to management. Comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970 that are applicable to one’s position at the bank.
• Possess and maintain a current driver's license and a vehicle with appropriate insurance coverage. Both are required to drive while performing assigned duties and responsibilities.
• Possess and maintain adequate skills in computer operation, including email, word processing, spreadsheet, and specialty software programs.
• Possess and maintain adequate typing skills to meet the needs of the position.
• Possess and maintain adequate math skills to meet the needs of the position. This may include the ability to count currency and coin, calculate interest, balance accounts, add, subtract, multiply, and locate routine mathematical errors.
• Practice effective and efficient organizational and time management skills.
• Be able to work with general supervision while performing duties.
• Use effective oral, written, and interpersonal communication skills. This includes the ability to apply common sense when carrying out instructions, interpreting documents, understanding procedures, writing reports and correspondence, and speaking clearly to customers and employees.
• Be able to deal with routine problems involving multiple facets and variables in standardized situations.

Supervisor Responsibility

The Collections and Portfolio Specialist is not responsible for the supervision of any employee(s).

Environment, Physical, & Mental Demands

The environment for this position is primarily a non-confined office-type setting in which employees are free to move about at will. This environment may include some minor annoyances, such as noise, odors, drafts, temperatures, etc.

Physical demands include writing, typing, speaking, listening, lifting (up to 25 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, walking, standing, squatting, kneeling, and reaching.

Mental demands include analytical reasoning, reading and understanding documents or instruments, performing detailed work, following directions, problem solving, providing effective customer or employee communication, performing accurate math calculations, understanding language, engaging in effective verbal and written communication, enduring stress, conducting multiple concurrent tasks, and withstanding constant interruptions.

Physical and mental demands also include correct usage of the following equipment: telephones, cellular phones, copy and fax machines, adding machines or calculators, encoders, money counters, credit card terminals, postage machines, cash recyclers, vaults, computers, and related printers.

Work environment characteristics, physical demands, and mental demands are representative of those an employee encounters while performing the essential functions of this job and represent the knowledge, skill, and/or ability required to perform the job in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

These qualifications are general guidelines normally considered essential to the satisfactory performance of this position. The specifications listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviations from these qualifications.

• Minimum of 2 years of experience in collections, customer service, or banking, with experience in consumer lending or collections preferred.
• Bilingual (English/Spanish) communication skills preferred.
• Strong verbal and written communication skills.
• Ability to effectively negotiate and resolve disputes.
• Excellent organizational skills and attention to detail.
• Ability to handle sensitive customer interactions with professionalism.
• Strong analytical skills and problem-solving abilities.
• Strong understanding of collection practices and delinquency management.

• Working knowledge of banking regulations and compliance requirements.

• Knowledge of consumer finance regulations and collections laws.
• Proficiency in using collections software and Microsoft Office Suite (Excel, Word, Teams, Outlook).
• Ability to work overtime during peak periods or to meet deadlines.

Management reserves the right to change this position description at any time according to business needs.