Retail Collections Specialist

Description

Company Summary: Blue Ridge Bank is extremely proud of its more than a century of customer-based service and looks forward to serving its current and new customers for many years to come, with the attention and service that only a locally owned independent community bank can provide. 

At Blue Ridge Bank our purpose is to be a trusted partner OF CHOICE in helping our customers achieve their financial goals and that includes you as well! Our Core values of teamwork, integrity, respect, open communication and honoring our commitments to each other, serve as our compass, driving us forward with purpose. These values guide our actions and shape our culture to deliver on our purpose. They influence our decision-making and define how we interact with one another and our customers.  

Responsibilities:

• Monitor and manage assigned portfolio of retail loan accounts in early stages of delinquency, typically 1–59 days past due, including consumer loans, auto loans, credit cards, overdrafts, and home equity products.
• Conduct proactive, professional outbound and inbound customer contact to address missed or upcoming payments and prevent further delinquency.
• Educate customers on loan terms, payment options, due dates, and available self-service tools to support timely payments.
• Identify short-term hardship situations and work with customers to develop appropriate payment solutions within bank policy.
• Set up and monitor payment arrangements, extensions, or short-term deferrals within delegated authority.
• Accurately document all customer communications, commitments, and actions taken in the bank’s core and other systems.
• Ensure all collection activities comply with applicable consumer protection laws and regulations, including FDCPA, UDAAP, Reg B, Reg Z, and FCRA, as well as internal policies and procedures.
• Escalate accounts exhibiting higher risk or non-responsiveness to special assets, or management as appropriate.
• Coordinate with branch personnel and customer-facing teams to support consistent messaging and positive customer experiences.
• Monitor payment promises and follow up promptly on broken commitments.
• Identify patterns or trends in early-stage delinquency and escalate potential portfolio risks to management.
• Assist with account maintenance issues that may contribute to delinquency, such as payment posting errors, insurance lapses, or address updates.
• Support audits, internal reviews, and regulatory exams by maintaining accurate and complete account documentation.
• Perform other duties and special projects as assigned. 

Requirements

 Knowledge, Skills, and Competencies:

• Strong customer service and relationship management skills with the ability to have difficult conversations professionally.
• Basic understanding of retail loan products and delinquency management.
• Working knowledge of consumer compliance requirements and fair lending principles.
• Strong attention to detail, organization, and follow-up skills.
• Ability to manage a high-volume portfolio while maintaining quality and compliance.
• Proficiency with core banking systems, platforms, and Microsoft Office applications. 

Education & Experience (Typical): 

• High school diploma required, associate or bachelor’s degree preferred.
• 2–5 years of retail banking, customer service, loan servicing, or collections experience preferred.
• Community bank or financial services experience strongly preferred.