Sr. Account Specialist, DFS Finance
About the role
At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success. Summary Of The Job The Sr. Account Specialist plays a critical role within FNBO's Diversified Financial Services (DFS) Division, serving as a primary point of contact for customers navigating delinquency. In this role, you will conduct meaningful, solution-focused conversations to identify the root causes of delinquency and guide customers toward appropriate resolutions all while delivering superior experience and maintaining compliance with applicable regulations. As a secondary function you will also lead collections efforts across a range of Small Business products, including loans, lines of credit, and overdrawn deposit accounts to drive timely and effective outcomes.
Responsibilities
- Conduct outbound calls to delinquent customers with professionalism and purpose, working to understand their circumstances and identify viable paths to resolution.
- Negotiate payment arrangements and solutions for complex delinquency situations, balancing customer needs with risk management objectives.
- Document, execute, and monitor formalized payment plans in accordance with department standards.
- Manage inbound customer calls across all DFS products and markets, providing knowledgeable support and guidance.
- Provide administrative expertise in support of account management, risk management, compliance, and audit functions, ensuring adherence to internal policies and state and federal regulations.
- Conduct assets, addresses, and phone number research (skip tracing) to support collection and litigation efforts as needed.
- Maintain a thorough understanding of all applicable DFS and Small Business policies, laws, and regulations, and apply them consistently in day-to-day responsibilities.
Requirements
- Prior experience in collections and/or customer service within a banking or financial services environment.
- High School Diploma or GED required.
- Candidates must possess unrestricted work authorization and not require future sponsorship.
Skills
- Strong negotiation, problem-solving, and conflict resolution skills with the ability to navigate sensitive conversations with confidence and empathy.
- Demonstrated ability to manage special projects within established timelines while maintaining accountability for outcomes.
- Solid understanding of collection procedures and regulatory requirements, including BSA/AML compliance obligations.
- Commitment to completing required compliance training and promptly reporting any known policy violations or suspicious account activity.
- Professional demeanor with a track record of fostering positive working relationships and maintaining reliable attendance.
- Ability to adapt effectively in a dynamic, regulation-driven environment.
- Comfortable working both independently and collaboratively within a small team setting.
- Proficiency in Microsoft Office Suite.