Avidia Bank

Avidia Bank Equal Employment Opportunity/M/F/disability/protected veteran status Description: Position Overview: Provide phone-based customer service to deposit customers of the bank. Identify opportunities to educate customers regarding additional services and delivery channels that add convenience for the customer. Identify opportunities to refer customers to sales partners for products and services that enhance the quality and convenience of the customer relationship. Primary Responsibilities: Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers: Professionally and efficiently answer incoming calls regarding the various categories of deposit accounts throughout the bank. Provide customers with requested information, answer questions, and resolve issues in a timely and efficient manner. Coordinate with internal resources regarding ongoing issues, and communicate to customers regarding status and eventual resolution. Identify opportunities to educate customers regarding services or products which would add convenience and enhance the banking relationship. Introduce alternatives for telephone inquiries to the bank including the VRU, mobile banking, internet banking, etc. Identify opportunities to refer customers to resources within the bank for additional products or services, and submit sales requests to notify business partners of sales opportunities. Maintain security of customer information and adhere to Avidia Bank policies in responding to telephone inquiries. Other Responsibilities: Perform related and unrelated duties as may be required. Requirements: High School diploma combined with two years of banking experience. Experience as a teller and customer service representative within a branch (account opening, sales and service to existing and prospective customers), or in a call center environment supporting general deposit account inquiries. Strong customer service, organizational, and communication skills. Demonstrated proficiency in telephone based customer service situations. Ability to prioritize tasks within defined responsibilities and apply bank and department policies and procedures. Knowledge of and familiarity in adhering to account opening procedures, regulations including CIP, etc. Experience utilizing banking core processing systems for account opening and maintenance. Proficiency with Microsoft Office (Word, Excel, PowerPoint, and Access). Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled Member FDIC/DIF PM21 Compensation details: 21-22.5 Hourly Wage PI0188d072499e-7408

Avidia Bank Equal Employment Opportunity/M/F/disability/protected veteran status Description: Position Overview: As part of the Workout team, the representative will reduce the bank's exposure to loss in consumer/residential loans, commercial loans and OREO properties. Coordinates and executes action plans and provides liaison between management, loan officers, collection personnel and loan operations and borrowers. Primary Responsibilities: Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers: Directly or in conjunction with the Workout Manager, manage delinquent and classified loans by borrower and third-party contact to: Review, analyze, and correct any structural or documentation deficiencies Facilitate collection of PMI, Forced Place insurance claims and real estate tax delinquencies Execute FNMA collection and modification procedures Create and/or maintain files for consumer/residential and commercial loan workout customers Reviews delinquency reports and makes collection calls where needed and as directed by the Workout Manager Work with loan officers to track reason for delinquency Identify items that can be offset with deposit accounts Generates personalized form letters and mails letters to customers who cannot be contacted directly by the collector. Reviews delinquency reports and sends the necessary counseling letters to those customers who are in default. Works closely with borrowers who are unable to meet loan payments to determine appropriate solutions to address the problem. Propose and/or implement solutions with management approval Identify all delinquent GSE loans and ensure that collection activities follow the prescribed guidelines as defined by the appropriate GSE (FNMA, etc.) Document collection activities according to guidelines. Process skip payment requests from borrowers who may need brief payment relief, following through from initial request to finalization and execution of the request by Loan Operations. Research and document loan payment history requests and all aspects of a loan as necessary Tracks through and resolves any disputes in payments to the satisfaction of the customer and the bank Track bankruptcy filings Files any correspondence in the particular loan file folders. Review non-accrual report and update loan statuses when needed and as directed by the Workout Manager Assist in preparation of demand letters as directed by the Workout Manager Assist in preparations of foreclosure packages Prepare charge-off approval forms as directed by the Workout Manager Assists in preparation of Small Claims notices Assists with tracking and logging recovery payments Assistance in management Other Real Estate Owed (OREO) properties owned by the Bank or its affiliate including: Create and maintain OREO files Coordinate payment and tracking of OREO bills Interaction with attorneys and other consultants/vendors as needed to minimize loss/maximize recovery on loans and OREO Coordinate with the bank's operations departments to implement agreed upon plans. Attends appropriate seminars to increase knowledge of collections and the laws that relate to collections. Other Responsibilities: Perform related and unrelated duties as may be required. Requirements: Qualifications: High School Diploma or equivalent plus three years of banking experience in a financial institution. Ability and willingness to contact customers on a "cold-call" basis. Thorough knowledge of the bank's loan products. Thorough knowledge of the state and federal regulations governing collections processes, specifically the Fair Debt Collections Practices Act under the FTC and the separate Commonwealth of Massachusetts provisions of the Fair Debt Collections Practices Act. Ability to communicate effectively, both orally and in writing. Ability to communicate tactfully with customers who may be in stressful situations and who may not want to respond to the bank's legitimate need to contact them. Some flexibility with the work week and the ability to work some Saturdays. The ability to work independently in a deadline driven environment. Submit, track and log all department invoices to AvidXchange Identify OREO expenses versus workout expenses Attach appropriate workout expenses to the associated loan in FIS Computing proficiency including MS Word, Excel, Outlook; FIS or other bank core processing systems. Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled Member FDIC/DIF PM21 Compensation details: 21-24 Hourly Wage PIe89d1d7153ce-7624