Seacoast Bank

This is a temporary, Florida-based remote position with an estimated duration of 14-15 weeks, ending on 07/31. *Citizens First Bank is a division of Seacoast Bank. This position is for Citizens First Bank branded locations* About the Organization: Citizens First Bank, a cornerstone of The Villages community, was founded by the visionary founders of The Villages in 1991.  “We are a bank created specifically to fill the needs of our community and to conscientiously and joyously serve our Villagers residents in every possible way.” -Founder Harold Schwartz.  Since that time, the vision of the Bank has expanded to build upon our purpose of serving the Villages in every way while sharing our exceptional service and lasting relationships with the people and businesses throughout Lake, Sumter, Marion and Citrus counties.  Citizens First Bank: A Five Star Bank where hospitality meets finance. About the Position: Citizens First Bank is hiring a Temporary Loan Operations Representative to join our Loan Operations Department!  The Loan Operations Representative is responsible for accurately entering, reviewing, and maintaining loan data within internal systems. The Loan Operations Representative closely monitors loan files throughout the processing cycle to ensure all documents are properly completed, verified, and aligned with organizational policies and federal and state regulatory requirements. Key Responsibilities of the Loan Operations Representative: 1. Provide assistance to loan customers by telephone, in person, email, or mail 2. Maintain accurate records of all communication with loan customers 3. Complete daily tasks as assigned 4. Verify data entry from previous day and input data from current day’s activity 5. Prepare loan files for imaging and verify the loan maintenance is imaged 6. Represents the company in an efficient and businesslike manner Loan Operations Representative Requirements: Minimum: - High school diploma or equivalent required plus one to two years related experience in lending, banking or related environment. - Must have ability to read & comprehend simple instructions, correspondence, financial and legal language & written interoffice memos. - Must be detail oriented. - Ability to apply concepts of basic business math. Must have the ability to calculate figures and amounts such as discounts, interest, penalties, late fees, commissions, proportions and percentages. - Must have computer skills including working knowledge of Microsoft Office (Outlook, Word and Excel), use of calculator, fax and copy machines, and other office equipment Preferred: - Bachelor degree plus two years of clerical experience in lending or in a related-banking environment. Citizens First Bank is committed to provide equal employment opportunity to all persons regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, marital status, protected veteran status or disability. In addition to federal law requirements, Citizens First Bank complies with applicable state and local laws governing nondiscrimination in employment in every location in which the Bank has facilities. Citizens First Bank is proud to be a drug, alcohol, and weapons free workplace.

JOB SUMMARY: The Adjuster position is responsible for collecting and servicing defaulted consumer loans from initial delinquency up to charge-off/recovery. While undertaking these activities, the Adjuster is required to adhere to Bank policies and procedures as well as all applicable regulations such as, but not limited to, the Fair Debt Collection Practices Act. The loan types the Adjuster primarily services include installment, revolving, auto, boat, and residential mortgage loans. Adjusters are expected to deliver a high level of customer service and demonstrate excellent communication skills. Therefore, an Adjuster must clearly and effectively communicate with customers through telephone contact as well as through electronic and written correspondence. The Adjuster is expected to mitigate delinquency rates on their assigned accounts using effective and professional collection and customer service techniques. In addition, an Adjuster must promptly investigate, resolve, and/or escalate customer concerns. An Adjuster must try to identify reasons for customer delinquency and demonstrate effective negotiation skills to collect payments, establish promise to pays, and make referrals for hardship assistance, when applicable. The Adjuster must meet or exceed performance standards as set by the Collections Department Manager. Scope of work may include servicing of current accounts, skip tracing, servicing other loan types, and working on special projects from time to time, as required by department Manager. The Adjuster will be required to attend various training and continuing education courses. ESSENTIAL JOB FUNCTIONS: • Works well in a remote working team environment while accomplishing individual and team goals. • Manage daily portfolio of delinquent account calling queues which include maintaining making notes on customer responses, promises to pay, as well as following up on customer calls. • Maintain adequate collection notes and account documentation within our loan servicing systems that accurately reflect activity and action taken on loan accounts. • Effectively manage and de-escalate difficult customer interactions. • Maintain professionalism throughout the collections process, including when establishing borrower contact through inbound and outbound calls, emails, or other methods of communication. • Review, investigate, research, problem solve, and respond to customer account history disputes and inquiries, whether over the telephone or in written response format, as well as escalate to Collections Manager as required. • Demonstrate sound decision-making ability when servicing delinquent loan accounts and interacting with borrowers. • Maintain good communication with the Collections Manager to escalate situations adversely affecting delinquent account collection and customer complaints. • Ability to cross-train and effectively multi-task while fulfilling core responsibilities and supporting team efforts. • Meet or exceed performance goals, metrics, and expectations in a remote team environment. • Participate in and provide feedback on periodic performance conversations. • Monitor and measure personal performance to gauge personal effectiveness through the month and deliver upon established performance expectations. • Adhere to the highest legal and ethical standards applicable to our industry while observing both the spirit and letter of all applicable government regulations and laws and Bank policies and procedures. • Build solid relationships and effectively communicate with other internal departments such as retail lending, branch banking, loan operations and other Bank employees to ensure timely resolution of defaulted and maturing loans. • Conduct skip tracing to identify and update borrower location and contact information. • Prepare, proof-read and verify accuracy of written correspondence to borrowers in default including but not limited to default, demand, pre-acceleration and acceleration letters. • Prepare forms and reports to the Collection Manager such as charge-off forms. • Coordinate 3rd party field visits to the collateral properties of delinquent accounts in accordance with Bank policy and procedure. • Consent to being recorded on inbound and outbound calls in the course of fulfilling the responsibilities of the role. • Additional responsibilities as assigned by the Collections Manager and Bank leadership team. • Adhere to Seacoast Bank’s Code of Conduct. EDUCATION AND/OR EXPERIENCE: • High School Diploma. • 1-2 years of collections or comparable customer service experience preferred. • Ability to write clear and effective correspondence to customers, including demand letters and emails. • Ability to speak professionally to individuals over the telephone and via video conferencing while influencing results, responding to inquiries, and providing excellent internal and external customer experience. • Proficient utilization of core bank operating systems, MS Word, MS Excel software, or other technical applications and systems at an intermediate level, as needed. • General banking or finance knowledge as well as working knowledge of loan products including installment, revolving and residential mortgage. • General debt collection knowledge that includes applicable regulatory requirements such as the Fair Debt Collection Practices Act (FDCPA).