Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of the office located at 100 East Tryon Rd, Raleigh, NC 27603. This position supervises the resolution of problem retail, mortgage, and business loans for the Credit Resolution function of the Bank. Responsible for a team of associates who mitigate Bank losses through the collection, negotiation, and repayment of loans or other related functions. Reviews functional processes to ensure timely and accurate resolution. Facilitates daily workflow and ensures timely completion of work. Provides assistance on complex inquiries, and coordinates training and ongoing development of the team. Performs routine inspection of the work to include call monitoring, account review, and review of associate performance to ensure acceptable quality and productivity. Conducts regular coaching and feedback sessions with staff. This position is considered the first line of defense and is expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank. Responsibilities & Qualifications Duties & Responsibilities: Collections - Oversees the activities of a team that processes or collects past due retail, mortgage, and small business accounts. Guides the resolution of difficult loans, and coordinates with internal business units as needed to minimize delinquency and reduce losses to the Bank. Supervisory Functions - Assesses work of associates for accuracy, process improvements, and efficiencies. Ensures compliance with department policies and procedures. Manages the performance of assigned staff, to include performance, productivity, attendance. Develop and inspire team through regular coaching and mentoring. Business Support - Provides support to the department and associates with complex problems, questions, and research. Promote a culture of continuous improvement and seek opportunities to further streamline processes. Reporting - Monitors processes and daily activities. Reviews and prepares collections reports and shares data as appropriate to management, ensuring ongoing oversight and tracking of problem loans. Qualifications: Bachelor's Degree and 1 years of experience in Collections, Default, Foreclosure, Bankruptcy, or Loss Mitigation -OR- High School Diploma or GED and 5 years of experience in Collections, Default, Foreclosure, Bankruptcy, or Loss Mitigation Additional Requirements: Significant knowledge of foreclosure litigation processes in multiple jurisdictions Familiarity with applicable regulations (i.e. FDCPA, RESPA, UDAAP, Retail Loan Classification & Account Management Guidelines) Advanced attention to detail and written and verbal communication skills Proven ability to work in business professional environment Independent and driven Preferred Qualifications: Proven supervisory experience with desire to lead, manage, and support a small team Familiarity with bankruptcy litigation processes Experience referring cases to outside counsel Portfolio management experience in related area Full-cycle case management of foreclosure accounts (referral to foreclosure sale) Preferred Area of Experience: Familiarity with applicable regulations (i.e. FDCPA, RESPA, UDAAP, Retail Loan Classification & Account Management Guidelines) Additional Information 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.