First Citizens Bank
Manager Business Retail Resolution- Collections
First Citizens Bank, Raleigh, North Carolina, United States, 27601
Manager Business Retail Resolution - Collections
Join to apply for the
Manager Business Retail Resolution - Collections
role at
First Citizens Bank .
Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of the company office. The position provides oversight and leadership for the Collections business unit, ensuring the collection strategy is administered according to policy, procedure, and applicable regulations. The manager is responsible for the daily performance and productivity of associate teams that collect past‑due accounts on a portfolio of Consumer, Retail, Mortgage, and Small Business accounts. They drive the team to achieve monthly, quarterly and annual goals, collaborate with internal business units and site leaders to develop, implement or refine collection strategies, monitor trends, inspect team work, maintain strong knowledge of bank policies and regulations, and ensure ongoing training and development of staff. The position is considered the first line of defense and requires meticulous attention to detail, analytical thinking and sound decision‑making to mitigate risk to the bank.
Responsibilities
Loan Resolution – Oversees the resolution of problem retail, mortgage, and business accounts; provides guidance on complex credit issues and manages daily workflow for a resolution team.
Managerial Functions – Establishes and monitors performance standards and expectations to achieve department goals; makes strategic changes to improve process efficiency and meet bank objectives; manages performance, training and evaluation of staff.
Business Support – Monitors procedures, workflows and department systems for issues or areas of improvement; maintains reports and provides feedback on processes as necessary.
Credit Strategy – Supports strategy by developing and upholding bank credit quality through collections actions; aids in creation, evaluation and implementation of policies and procedures that improve risk infrastructure, ensure quality and align with regulatory and investor guidelines.
Basic Qualifications Bachelor’s degree and 6 years of experience in Collections, Loss Mitigation, Default, Foreclosure or Bankruptcy,
OR
high school diploma or GED and 10 years of experience in Collections, Loss Mitigation, Default, Foreclosure or Bankruptcy.
Preferred Qualifications
Background in collections for mortgage and other consumer products (credit cards, auto loans, etc.).
Understanding of the flow of collections, operational procedures, dialer campaigns and collection strategies.
Strong leadership skills, experience managing multiple levels within a team.
Creates operational policies and procedures, ensures their maintenance and monitors compliance within the department (TCPA, FDCPA, CFPB (Reg X)).
Tech savviness, ability to learn new technologies, strong knowledge of MS Office Suite including Excel and PowerPoint.
Ability to cross‑collaborate and communicate effectively (verbally and in writing) and work with different levels within the bank, including stakeholders.
Benefits Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at
https://jobs.firstcitizens.com/benefits .
Contact Referrals increase your chances of interviewing at First Citizens Bank by 2x.
#J-18808-Ljbffr
Manager Business Retail Resolution - Collections
role at
First Citizens Bank .
Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of the company office. The position provides oversight and leadership for the Collections business unit, ensuring the collection strategy is administered according to policy, procedure, and applicable regulations. The manager is responsible for the daily performance and productivity of associate teams that collect past‑due accounts on a portfolio of Consumer, Retail, Mortgage, and Small Business accounts. They drive the team to achieve monthly, quarterly and annual goals, collaborate with internal business units and site leaders to develop, implement or refine collection strategies, monitor trends, inspect team work, maintain strong knowledge of bank policies and regulations, and ensure ongoing training and development of staff. The position is considered the first line of defense and requires meticulous attention to detail, analytical thinking and sound decision‑making to mitigate risk to the bank.
Responsibilities
Loan Resolution – Oversees the resolution of problem retail, mortgage, and business accounts; provides guidance on complex credit issues and manages daily workflow for a resolution team.
Managerial Functions – Establishes and monitors performance standards and expectations to achieve department goals; makes strategic changes to improve process efficiency and meet bank objectives; manages performance, training and evaluation of staff.
Business Support – Monitors procedures, workflows and department systems for issues or areas of improvement; maintains reports and provides feedback on processes as necessary.
Credit Strategy – Supports strategy by developing and upholding bank credit quality through collections actions; aids in creation, evaluation and implementation of policies and procedures that improve risk infrastructure, ensure quality and align with regulatory and investor guidelines.
Basic Qualifications Bachelor’s degree and 6 years of experience in Collections, Loss Mitigation, Default, Foreclosure or Bankruptcy,
OR
high school diploma or GED and 10 years of experience in Collections, Loss Mitigation, Default, Foreclosure or Bankruptcy.
Preferred Qualifications
Background in collections for mortgage and other consumer products (credit cards, auto loans, etc.).
Understanding of the flow of collections, operational procedures, dialer campaigns and collection strategies.
Strong leadership skills, experience managing multiple levels within a team.
Creates operational policies and procedures, ensures their maintenance and monitors compliance within the department (TCPA, FDCPA, CFPB (Reg X)).
Tech savviness, ability to learn new technologies, strong knowledge of MS Office Suite including Excel and PowerPoint.
Ability to cross‑collaborate and communicate effectively (verbally and in writing) and work with different levels within the bank, including stakeholders.
Benefits Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at
https://jobs.firstcitizens.com/benefits .
Contact Referrals increase your chances of interviewing at First Citizens Bank by 2x.
#J-18808-Ljbffr