Description

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.

Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

KEY RESPONSIBILITIES

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

ATTITUDES

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

• Respect – treats borrowers with dignity regardless of their financial situation, avoiding judgmental language or tone, listens actively to understand the root causes of delinquency – whether it’s a job loss, medical hardship, or other life events.
• Client Focus – prioritizes solutions that align with both the institutions recovery goals and the borrower’s ability to repay, offers flexible options such as payment plans, deferments, or loss mitigation strategies tailored to individual circumstances and builds trust by being transparent about next steps, consequences, and available resources – reducing fear and confusion.  
• Inclusion – recognizes and respects cultural, linguistic, and socioeconomic differences that may affect communication or financial behavior, adapts outreach strategies to meet diverse borrower needs, including multilingual support or alternative contact methods and creates an inclusive environment within the collections team by valuing diverse perspectives and encouraging collaborative problem-solving. 

BEHAVIORS

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership – takes initiative in resolving complex delinquency cases, guides borrowers towards sustainable repayment solutions and supports team members by sharing insights and mentoring junior staff. 
• Integrity – handles sensitive financial and personal data with discretion, adheres strictly to regulatory guidelines, and communicates truthfully with borrowers, avoiding misleading tactics. 
• Collaboration – works cross-functionally with underwriting, legal, and servicing teams, coordinates with external partners like repossession agents and/or bankruptcy attorneys and shares information and strategies to improve overall portfolio performance. 
• Volunteerism – participates in community outreach or financial literacy programs, supports internal initiatives that promote ethical lending and recovery practices, and demonstrates a commitment to the organization’s values beyond daily tasks.

COMPETENCIES

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Accountability – owns outcomes of assigned accounts, from early delinquency to resolution, tracks and reports performance metrics and follows through on borrower commitments and internal deadlines. 
• Innovation – identifies new tools or automation to streamline contact strategies, suggests process improvements and adapts to evolving technologies and regulatory changes with agility. 
• Professionalism – maintains composure in high-stress borrower interactions, represents the institution with courtesy and confidence, and upholds a consistent standard of excellence in documentation, communication, and conduct. 

SEEKS PROFESSIONAL DEVELOPMENT OPPORTUNITIES

Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role. Set stretch assignments and cross functional opportunities that foster growth and learning. 

Requirements

QUALIFICATIONS, EDUCATION, & EXPERIENCE

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily and a skills inventory is listed below. A high school diploma or general education degree (GED) is required, with related experience and secondary education preferred. A background screening will be conducted. 

• LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate to clients directly and effectively.
• TECHNOLOGY SKILLS: Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use. Prior experience or the ability to learn core transaction system, debit card system, statement processing system, cash advance machines and any other computer programs pertinent to performing job duties.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve challenging problems involving several variables in a standardized situation. 
• PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  

This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers. Noise level is moderate with constant communication and interactions with others. May be required to lift 30 pounds in weight. Ability to travel on occasion to all market areas and attend seminars or training sessions offsite. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER: This job description is not an exclusive list of responsibilities and duties. They may change at any time without notice.  

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 and much more!

Eligibility requirements apply.

CNB Bank is an equal opportunity employer and all applicants are considered based on qualifications without regard to sex, race, color, ancestry, religious creed, national origin, sexual orientation, gender identity, physical disability, mental disability, age, marital status, disabled veteran or Vietnam era veteran status. CNB Financial Corporation is an Affirmative Action Employer and is committed to fostering, cultivating and preserving a culture of diversity and inclusion.

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