Collector

Under the direction of the Manager, this position is responsible for administration of assigned consumer and overdraft accounts to minimize delinquency and charge off losses, minimize expenses and reduce exposure to counterclaims, evaluate and dispose of collateral where appropriate.  This position complies with Bank of Hawaii policies and procedures as well as State and Federal requirements for the collection of debts. 

• Contacts delinquent and overdraft customers through various means, including telephone and letters. Reviews, analyzes and determines source of repayment problem. Recommends and implements course of action to resolve delinquent status or overdraft and assists customer in reestablishing payment record or reconciling account. Prepares General Ledger tickets to process payments on accounts.  Processes ACH (electronic funds-transfer) payments or manual debits as authorized by the customer. Develops resolutions to delinquency within established authority and guidelines and acts independently within established guidelines. Ensures bank customer information is updated to better service going forward.
• Monitors internal or external documents to remain compliant with Bank of Hawaii, State and Federal regulations on collection and bankruptcy policies and procedures.  Demonstrates a broad product knowledge base and utilizes all workout tools available for customer assistance. Reviews, recommends and assigns accounts for repossession, foreclosure or legal action. Utilizes bank and external resources to facilitate skip tracing efforts. Utilizes workout tools by determining if effective to cure delinquency. Follows deposit and loan processes to ensure proper handling of account.
• Communicates and negotiates with external and internal customers as well as bank personnel to resolve disputes, problems and complaints. Follows-up for timely completion of resolutions.  
• Develops and maintains strong relationships with other departments, branches and outside service providers, such as repossession agencies and attorneys. Assists with the training of new staff members.
• Performs all other miscellaneous responsibilities and duties as assigned.
   

• High school diploma or G.E.D.
  • Level I- 0 to 1 year of previous work experience in sales, marketing, customer service or related field.
  • Level II- Minimum 1 to 2 years previous work experience in sales, marketing, customer service or related field.
  • level III- Minimum 3 to 5 years of work experience in progressively more responsible positions in banking, sales, marketing, customer service or other related fields, including at least 2 years in collections. Experience with financial models and/or lead experience preferred.
• Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. Knowledge of or ability to use Bank software.
• Demonstrated verbal and written communication skills.  Must be analytical, detail oriented, organized.  Must be able to meet deadlines and handle multiple priorities. Demonstrated negotiation skills. Effective and efficient team player with excellent interpersonal skills, who can also resolve problems independently.  Able to work with minimal supervision and able to assist with training of other staff members. Able to work flexible hours including holidays, weekends and evenings as needed or assigned.  Must be able to provide own transportation or to operate a vehicle with a valid driver’s license, and able to commute and arrive at intended destination in a timely manner and/or as required.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii.  We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans.  For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers.