Manager Business Retail Resolution

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office.

This position provides oversight and leadership for the Collections business unit. Ensures the collection strategy is administered according to policy, procedure, and applicable regulations. Responsible for the daily performance and productivity of associate teams that collect past due accounts on a portfolio of Consumer, Retail, Mortgage, and Small Business accounts. Drives team to achieve monthly, quarterly, and annual goals. Collaborates with internal business units and site leaders to develop, implement, or refine collection strategies. Closely monitors trends, regularly inspects the work of the team, maintains strong knowledge of Bank policies, procedures and applicable regulations, and ensures the ongoing training and development of their staff. This position is considered the first line of defense and expected to maintain a high level of attention to detail, analyze facts and make sound decisions in order to mitigate risk to the Bank.

• Loan Resolution - Oversees the resolution of problem retail, mortgage, and business accounts. Provides guidance on complex credit issues and manages the daily workflow for a resolution team.
• Managerial Functions - Establishes and monitors performance standards and expectations to achieve department goals. Makes appropriate strategic changes to achieve process efficiency and meet Bank objectives. Manages the performance, training, and evaluation of assigned staff.
• Business Support - Monitors procedures, work flows, department systems for issues or areas of improvement. Maintains reports and provides feedback on processes as necessary.
• Credit Strategy - Supports strategy by developing and upholding Bank credit quality through collections actions. Aids in the creation, evaluation, and implementation of policies and procedures that improve the risk infrastructure, ensure quality, and align with regulatory and investor guidelines.

Basic Qualifications:

Bachelor's Degree and 6 years of experience in Collections, Loss Mitigation, Default, Foreclosure, or Bankruptcy

-OR-

High School Diploma or GED and 10 years of experience in Collections, Loss Mitigation, Default, Foreclosure, or Bankruptcy

Preferred Qualifications:

• Background in collections for Mortgage and other consumer products (credit cards, auto loans, etc.)
• Understanding the flow of collections, operational procedures, dialer campaigns, and collection strategies.
• Strong leadership skills, experience managing multiple levels within a team.
• Creates operational policies and procedures, ensures their maintenance, and monitors for compliance within the department (TCPA, FDCPA, CFPB (Reg X)).
• Tech savviness, with the ability to pick up new technologies, and have strong knowledge of MS Office Suite including Excel and Power Point.
• Ability to cross collaborate and effectively communicate (verbally and written) and work with different levels within the bank including stakeholders.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.