Collections Representative (Retail Lending)

Primary Office Location :

626 Washington Place. Pittsburgh, Pennsylvania. 15219.

Join our team. Make a difference - for us and for your future.

Collections Representative

Position Overview :

The Collection Representative is responsible for managing outbound and inbound customer communications to resolve past-due accounts. This role requires strong negotiation and customer service skills to establish mutually beneficial payment arrangements while maintaining regulatory compliance and supporting the financial well-being of both the bank and its customers.

Primary Responsibilities :

Provide exceptional customer service with a professional, friendly demeanor and a proactive, solutions-oriented attitude.

Initiate outbound and handle inbound calls to collect on delinquent accounts, using tact, empathy, and effective communication.

Assess customers' financial situations to determine appropriate repayment strategies.

Negotiate and develop repayment plans that align with both customer needs and the bank's policies.

Accurately document all collection activities, including contact history, arrangements, and account status, in a clear and timely manner.

Adhere to all internal procedures, regulatory requirements, and industry best practices.

Collaborate professionally with internal departments and external vendors to ensure efficient resolution of account issues.

Consistently meet or exceed performance benchmarks for call quality, productivity, and procedural compliance as outlined in scorecard metrics.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.

Schedule / Hours :

Monday, Wednesday & Friday : 8 : 00 AM - 5 : 00 PM

Tuesday & Thursday : 8 : 00 AM - 7 : 00 PM

One late shift per week : 10 : 00 AM - 7 : 00 PM

One Saturday per month : 8 : 00 AM - 12 : 00 PM

Overtime may be required as business needs dictate

Note : Flexibility is required to accommodate business needs, including occasional work on short notice.

Qualifications :

Typing speed of at least 45 WPM.

Previous experience in collections, call centers, accounts receivable, inside sales, or customer retention.

Strong verbal and written communication skills with persuasive and professional negotiation techniques.

Excellent listening skills and the ability to maintain composure under pressure.

Results-driven and comfortable working toward performance goals and targets.

Proficiency in Microsoft Office applications, especially Excel.

Strong time management, organizational, and multitasking abilities.

Quick learner with the ability to apply new knowledge effectively.

Positive attitude, self-motivated, and eager to grow within the role and industry.

Preferred Qualifications :

1-2 years of experience in banking or collections.

Demonstrated expertise in negotiation and conflict resolution.

Comprehensive understanding of debt collection laws, regulations, and ethical practices.

Minimum Education :

• High school diploma or equivalent required.

Physical Requirements :

Ability to sit for extended periods of time.

Position Title : Loan Adjustor 1

Business Unit : Retail Lending

Reports To : Supervisor of Loan Adjustment

Position Overview :

This position is primarily responsible for collecting delinquent accounts, preparing and compiling documentation, preparing concise correspondence, records and reports, determining appropriate collection strategies for the assigned level portfolio and upon discretion instituting legal action.

Primary Responsibilities :

Collects delinquent accounts by locating past due borrowers, distributing demand letters, contacting borrowers to establish payment procedures, utilizing effective human relation skills to obtain payments, notifying borrowers of their rights and amounts due, monitoring to ensure the borrower's commitment to pay and obtaining payments while presenting a positive image of the Bank.

Prepares and compiles documentation on all collection actions taken such as telephone conversations, alternative financial arrangements, letters mailed, conversations with borrowers and correspondence with loan officers by telephone or letter.

Documents collection actions and prepares lists of past due loans to ensure adherence with due diligence accurately and timely.

Prepares concise correspondence, records and reports by establishing and maintaining delinquent accounts records, updating files, documenting payments received, reviewing records and transactions, resolving misapplied payments and researching transactions.

Resolves problems, follows up to minimize delinquent accounts and ensures compliance with Bank guidelines and established laws.

Institutes legal action if instructed by preparing required paperwork, filing complaints with District Justice and referring automobile accounts to the Asset Recovery Officer while complying with policies, procedures and regulations to recover Bank assets.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Education :

High School or GED

Minimum Years Experience :

Special Skills :

Excellent project management skills

Excellent communication skills, both written and verbal

Excellent organizational, analytical and interpersonal skills

Excellent customer service skills

Ability to use a personal computer and job-related software

MS Word - Basic Level

MS Excel - Intermediate Level

MS PowerPoint - Basic Level

Knowledge of laws that relate to foreclosure, repossession and fair debt.

Special Licenses and Certificates :

N / A

Physical Requirements :

N / A

Equal Employment Opportunity (EEO) :

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.