Overdraft Recovery Processor

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

While working under general supervision, a processor is responsible for providing the overdraft account feature to customers with negative account balances. These duties include keeping accurate records of account balances, applying overdraft payments, identifying fraudulent accounts all while following standard policies and procedures. Interaction with branch employees as well as other departments to provide quality service, solve problems, and achieve goals.

Extensive knowledge of Overdraft Freedom program to provide support; including coaching and continuing education of branch personnel

Monitor accounts and initiate calls to checking account customers who have not brought their balance positive for 30 days

Explain to customers the product qualifications necessary to continue the overdraft courtesy feature

Coordinate the “recovery program” for accounts overdrawn 30 – 45 days by working directly with customers to set up a repayment schedule.

Receive and apply payments received from the recovery program

Coordinate with ODR team to meet retention and negotiation goals

Deactivate accounts due to failure to meet non-systemic qualifications such as “fraudulent” or “permanent holds”

Work with Security Department to identify fraudulent accounts

Perform other duties as assigned or directed

Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner

As an integral member of the Overdraft Recovery Department, this position is also responsible to provide assistance wherever necessary to help the Overdraft Recovery Department and the Bank in achieving their annual goals.

Qualifications

High School Diploma or GED

Excellent customer service skills and ability to positively connect with customers and encourage them to make payments toward debts owed

Exceptional communication skills with the ability to reason and think quickly for effective negotiation strategies

Proficient reading, writing and grammar skills

Documentation skills with attention to detail

Strong PC skills including Microsoft Word and Excel

Ability to work under pressure in a time-sensitive environment

Must be able to consistently demonstrate the Company’s core values: a strong work ethic, integrity, respect for others, responsibility, transparency and humility

Experience in a business setting with a focus on banking and/or collections preferred

All applicants must be 18 years of age or older