Early Intervention and Recovery Manager

Accountabilities:

Operations/Process:

• Assists the Director of Consumer Special Assets with the day-to-day operations of the Department.
• Keeps the Director of Consumer Special Assets regularly updated on delinquency levels, trends and upcoming potential issues.
• Ensures a process exists to ensure charge-offs occur timely and in accordance with current BSB loan policy.
• Maintains a global awareness of relevant regulations, laws, and guidelines pertaining to default loan management and enhances/adjusts procedures as necessary.
• Creates and maintains policies and procedures that comply with all aspects of mortgage servicing. Ensures department procedures are adequate and updated when needed to reflect any necessary changes, including regulatory changes.
• Ensures adequate controls exist to ensure compliance with regulatory requirements, servicing guidelines and internal procedures.

• Manages all aspects of the Department’s Recovery and Early Intervention outreach activities, particularly as they relate to business-purpose and consumer loans and deposit accounts, including previous losses experienced by the Bank, and assisting staff with the development of strategic approaches to maximize recoveries and reduce delinquency levels.
• Manages later-stage delinquencies and assists in the development of exit strategies for non-performing loans. Coordinates with the Loss Mitigation team on implementation.
• Ensures that all loans secured by real estate and/or by personal property collateral are managed according to the servicing standards of Investors and Bangor Savings Bank, as applicable.
• Continuously develops early-stage outreach strategies to minimize delinquency and non-performing loans.
• Oversees attempts to reduce delinquency levels, increase recoveries and leads staff to achieve performance targets and goals.
• Ensures delinquent accounts are worked thoroughly and that effective and appropriate collection efforts have occurred on all delinquent accounts to prevent foreclosure proceedings and charge-offs. Consistently works towards reducing the number of loans entering foreclosure to minimize losses to the bank.
• Communicates and interacts effectively with branch personnel, customers, internal and external legal resources, third parties (such as title companies, representatives of other Banks with respect to service-retained and non-serviced loans) as necessary.
• Assists to ensure that production goals and applicable deadlines are monitored and maintained. Monitors call volume and productivity levels and percentages. Communicates statistics to the staff regularly.
• Manages daily Loan Loss GL review to minimize errors, track recovery efforts, and reporting.
• Coordinates activities of the Early Intervention and Recovery areas by allocating and coordinating resources for efficient and effective work flow.
• Performs and presents call reviews of direct reports to ensure their ongoing development and commitment to Bangor Savings Bank culture.
• Routinely demonstrates the ability to effectively and efficiently perform assigned duties as well as the capacity and willingness to offer additional work-related contributions in any other area of the Department.
• Communicates bank policies, procedures, programs and goals to direct reports.
• Works effectively and efficiently with core systems.
• Produces and interprets reports.
• Develops and maintains spreadsheets.
• Ensures that policies and procedures are followed by Department personnel.
• Develops and implements operating policies and procedures to ensure efficient use of resources while maintaining adequate controls to manage risk.
• Guides and advises direct reports in the more complex phases of work, including training new, temporary, and less experienced personnel.
• Ensures appropriate collection activities are occurring and adherence to applicable laws and regulations.

Organizational Development:

• Assists Department Management with supervision of assigned personnel by ensuring that the Department is adequately staffed and trained, and that staff have the necessary tools to complete assigned tasks.
• Regularly communicates with Department Management regarding observations and/or suggestions for improving workflow.
• Facilitates compliance with operating policies and procedures within the Department.
• Proactively communicates with management and team members to ensure timely resolution of all problems and complaints.
• Recommends new work methods and techniques to enhance Departmental efficiency, reduce expenses, improve potential for recovery, and lower delinquency levels.
• Assists in analyzing Department job functions and makes suggestions for streamlining functions, improving efficiency, and enhancing effectiveness.
• Works with Management to develop and implement training for new/improved processes.
• Coordinates and implements general knowledge sessions for direct reports to ensure growth at all levels.
• Works closely with direct reports to ensure that written Departmental procedures are current and accurate.
• Ensure staff is utilizing effective collection strategies and techniques while still delivering our “You Matter More” promise.
• Assists with resolving personnel problems.

Human Resources:

• Assists with HR administrative functions, including recommendations regarding employment, performance ratings, promotions, salary changes, transfers, and terminations.
• Assists with training and development of direct reports.

Customer Experience:

• Promotes a customer-centered culture and attitude among staff that strives to put the customer first.
• Sets expectations and deals in an honest, straightforward manner.
• Creates written communication to customers that meets guidance.
• Ensures prompt responses to customers experiencing financial difficulties.
• Handles escalated customer complaints as appropriate.

Compliance and Control:

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations.

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of Bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Competencies:

• Leadership - Motivates and encourages others; delegates routine and important tasks and decisions, shares information, creates an inclusive environment, recognizes success.
• Creative - Looks for opportunities to increase efficiency and effectiveness throughout the Department. Has ability to challenge assumptions and seek new and different ways to improve performance throughout the Department.
• Manages for Results - Keeps team accountable for actions, provides resources and support, applies clear and consistent performance standards.
• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
• Initiative – Takes independent action, operates as a pro-active self starter, acts on opportunities, practices self development
• Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
• Interpersonal Skills – Has good listening skills and negotiation strengths
• Training Skills – Has skills needed to effectively train direct reports in new technologies and how to increase overall job knowledge.
• Coaching Skills – Provides strong skills coaching feedback to direct reports through regularly scheduled observations.
• Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, incorporates vision when planning
• Organizational Skills – Has strong organization system. Utilizes system for improvement/advancement of goals.

Knowledge/Skills/Experience Requirements:

• High school diploma or equivalent required; college, business, or banking professional training preferred.
• Knowledge of Bank products required.
• Previous supervisory experience preferred.
• Excellent financial analysis and customer service skills required.
• Familiarity with a variety of lending concepts, practices, and procedures preferred.
• Demonstrated personal computer literacy required, including Microsoft Office software.
• Ability to work independently is required.
• Strong communications skills, verbal and written, are required.
• Proven ability to foster strong team atmosphere and employee morale.
• Proactive planner and self-motivated, with strong analytical, critical thinking, and decision-making skills.
• Proven ability to manage competing priorities, strategically aligning efforts and activities to meet Bank goals and objectives.

Physical Demands/Conditions Requirements:

• General office environment.
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used:

• General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.