CNB Bank, Collections Specialist

About the role

Collaborates with borrowers to achieve the primary objective of acquiring payment on delinquent loans. Makes determinations based on customer contact as to the collectability of loans and recommends appropriate next steps to AVP Collections.

Responsibilities

• Delinquency Management & Customer Engagement
• Bankruptcy Case Handling
• Foreclosure & Loss Mitigation Oversight
• Floor Plan Audit Coordination
• Portfolio Risk Assessment & Reporting

Attitudes

• Builds Positive Relationships – Values others' feelings and rights, embraces diverse beliefs and backgrounds, treats borrowers with dignity regardless of financial situation, avoids judgmental language, and listens actively to understand root causes of delinquency (e.g., job loss, medical hardship).
• Client Focus – Prioritizes solutions aligning with both institutional recovery goals and borrower repayment ability, offers flexible options (payment plans, deferments, loss mitigation), and builds trust through transparency about next steps and consequences.
• Inclusion – Respects cultural, linguistic, and socioeconomic differences, adapts outreach strategies (e.g., multilingual support), and fosters an inclusive team environment through collaborative problem-solving.

Behaviors

• Leadership – Takes initiative in resolving complex delinquency cases, guides borrowers toward sustainable repayment solutions, and mentors junior staff.
• Integrity – Handles sensitive data with discretion, adheres to regulatory guidelines, and communicates truthfully with borrowers without misleading tactics.
• Collaboration – Works cross-functionally with underwriting, legal, and servicing teams; coordinates with external partners (e.g., repossession agents, bankruptcy attorneys); and shares strategies to improve portfolio performance.
• Volunteerism – Participates in community outreach or financial literacy programs, supports internal initiatives promoting ethical lending, and demonstrates commitment to organizational values.

Competencies

• Accountability – Owns outcomes of assigned accounts, tracks performance metrics, and follows through on borrower commitments and internal deadlines.
• Innovation – Identifies tools/automation to streamline contact strategies, suggests process improvements, and adapts to evolving technologies and regulations.
• Professionalism – Maintains composure in high-stress interactions, represents the institution courteously, and upholds excellence in documentation and conduct.

Professional Development

Actively participates in expanding skill sets through training programs, workshops, certifications, and educational resources. Pursues stretch assignments and cross-functional opportunities to foster growth.

Requirements

• A high school diploma or GED is required; related experience and secondary education preferred.
• Background screening will be conducted.

Skills

• Language Skills – Ability to read, comprehend, and interpret documents; professional communication and interpersonal skills for one-on-one and group settings.
• Technology Skills – Proficiency with telephone systems, email, and digital tools; ability to learn core transaction systems, debit card systems, and other job-specific software.
• Mathematical Skills – Ability to perform basic arithmetic, compute rates/ratios/percentages, and interpret bar graphs.
• Reasoning Ability – Applies common sense to carry out instructions and solves problems with multiple variables in standardized situations.

Physical Demands & Work Environment

Operates in a professional office environment with moderate noise levels, frequent communication, and desk-based work using computers/phones/printers. May require lifting up to 30 pounds and occasional travel to market areas or offsite training.

Benefits

• Medical, Dental, Vision & Life Insurance
• 401K with company match
• Paid Time Off & Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity, Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs

Eligibility requirements apply.