Overdraft Specialist - Corporate (Hybrid)

JOB SUMMARY:

This position is primarily responsible for communicating effectively and professionally while handling incoming/outgoing calls and written communications from/to customers relating to the bank's overdraft program. Performing various tasks related to the day-to-day processing of the bank's overdrawn accounts, as well as handling functions that have a regulatory, monetary, and potential reputational risk impact. Functions are time-sensitive and must be adhered to by the bank's policy and procedures.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Monitor the activity of overdrawn accounts and consumer delinquent loans

• Updates and maintains account files, including eligibility status, overdraft codes, and limits in the banks core system

• Maintains complete and accurate documentation to include thorough notation of all communications with the customer

• Performs outgoing/incoming telephone and written communications with customers

• Responsible for electronic payment processing, and repayment plan setups

• Prepares letters for the overdraft program

• Prepares demand letters when necessary

• Assists associates regarding questions on the overdrawn accounts and the bank's overdraft program

• Review account type changes

• Complete Right of Set off entries for accounts that will be charged off

• Submit charged-off accounts to the reporting agency

• Write off and recovery balancing reports

• Required to be a subject matter expert and resource to other divisions within the bank

• Assists in training associates

• Responsible for providing superior customer service to internal and external customers

• Identifies and addresses problems that could have a customer or regulatory impact and escalates to the appropriate department manager as necessary

• Responsible for the assessment and collection of miscellaneous fees and late charged to include payment and documentation/recording fees

• Performs other maintenance functions as needed

• Performs other duties as assigned

REQUIRED KNOWLEDGE SKILL AND ABILITY:

To perform the job successfully, an individual should demonstrate the following competencies:

• Excellent customer service skills, attentiveness, information retention, tact, and diplomacy in dealing with both customers and employees

• Advanced written and verbal communication skills for maintaining good relationships with customers and addressing concerns promptly to increase customer satisfaction

• Problem-solving skills for identifying and addressing customer concerns

• Detail-oriented, high degree of accuracy

• Multitasking skills for handling multiple clients and their accounts

• Excellent computer skills in order to use online programs to manage accounts and records

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets, and fax machines. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to stand; use hands to handle or feel; reach with hands and arms and talk or hear. The employee is occasionally required to walk and sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

EDUCATION AND EXPERIENCE:

High school diploma or GED equivalent required. Banking experience is preferred.

Bank of the Sierra is proud to be an equal opportunity workplace and is an affirmative action employer committed to equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.