POSITION SUMMARY:

Responsible for the review and management of accounts that go into overdraft within established overdraft limits. Responsible for all aspects of the Courtesy Pay Repayment loan program. Specifically, the incumbent in this position is directly responsible for administration of the Courtesy Pay Program for all offices of Farmers and Merchants State Bank. 

OBJECTIVES OF THIS ROLE:

Accurate and timely processing of customer transactions and for accomplishing individual production goals and for minimizing potential losses in the overdraft Courtesy Pay Program.

RESPONSIBILITIES:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Direct and manage the collection of outstanding overdraft amounts up to a specific time frame and specific amounts.
• Notify appropriate personnel of accounts in which items are scheduled to be returned if questionable as to whether it should be paid or returned.
• Manage placement of accounts in to or removal from the Courtesy Pay program, within bank’s guidelines.
• Process ILS import, mail out Courtesy Pay letters and provide daily and monthly reports.
• Review daily report of overdrawn accounts and accounts reaching the time period for Courtesy Pay activation.
• Assist with development of programs to comply with financial institution requirements.
• Identify, develop and recommend revision of internal standards, policy, operating procedures and new programs to gain improved efficiencies.
• Monitor accounts, historical habits to ensure bank is protected from loss.
• Code and contact customers for Reg E opt out/opt in, also extract report and review weekly.
• Extract system reports and notify customers when overdraft amounts are not rectified in timely fashion.
• Contact Customers by phone and mail regarding negative balances.
• Monitor repayment agreements and Courtesy Pay Repayment loans and notify customers when past due payments are not rectified in a timely manner.
• Review Code Return deposit and Fraud Accounts and contact customers when past due payments are not rectified in a timely manner.
• NSF data base review, entry of tracking documents and monthly balancing
• ChexSystems Administrator – review consumer disputes and investigations for new account and disputes assuring compliance.
• ChexSystems – entries of Charge Off and Recoveries
• Process account charge off for NSF and past due Repayment loans and send customer letter.
• Refer accounts for external collection processing as required.
• Attend Court hearings as needed.
• Assist customers in repayment agreements and Courtesy Pay repayment loans for outstanding balances.
• Review accounts and identify items that comply with refund policy. 
• Process waivers, refunds. Balance and report out monthly.
• Review new accounts coding and recoveries.
• Review coding for Minor accounts.
• Process Bankruptcy coding on accounts, report filings to outside collections as needed.
• Maintain and review account changes.
• Complete Charge off and Recoveries Report monthly.
• Process Deceased Customer coding and notify Customer Care, and external collections as necessary.
• Comply and satisfactorily pass tests for bank policy and regulatory compliance that apply to position.
• Process External Collections Statements Monthly 
• Extract Reports and Review Authorized Good Funds Process.
• Extract Reports and Review Representment Process. 
• Extract Reports and Review Auto Charge off Process.
• Process returned mail regarding overdrafts.
• Coding and create and extract reports for acquisition and new offices.
• New Product Coding, Create and Extract reports, create and update Pull files, Admin for ILS Systems coding, Coordinate with Overdraft vendor Team.
• Review extract reports for Overdrawn Restricted accounts, Code, and Refund and Report out. 
• Update Overdraft procedures, assist with Audit reviews, Coordinate Representment meetings, coordinate meetings for Staff Training Overdrafts program, attend sub-committee meetings. 
• Review Overdraft Business Continuity Plan / Vendor review annually.
• Monthly NSF/Overdraft tracking for Cornerstone
• Closed account coding review spreadsheet monthly
• Quarterly reports to Risk Manager – Charge Offs over $2,500.00

SUPERVISORY RESPONSIBILITIES

This role does not have any supervisory responsibility

CONTACT WITH OTHERS

Internally this position involves extensive contact with account officers and collectors regarding account history, specific transactions and problem resolution. Externally it involves extensive contact with customers regarding service issues.

QUALIFICATIONS:

EDUCATION and/or EXPERIENCE

• Associate or bachelor’s degree from college or university 
• Experience with on-line loan applications.
• Experience with financial institution operating policies and procedures, especially regulatory and internal control requirements.

CERTIFICATES, LICENSES, REGISTRATIONS 

• Valid Driver's License

ADDITIONAL REQUIREMENTS:

LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.

REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

OTHER KNOWLEDGE AND/OR SKILLS Must be an independent self-starter and possess excellent organizational, communication, interpersonal, and technical skills.

PERFORMANCE FACTORS: 

To perform the job successfully, an individual should demonstrate the following competencies: 

Sales: Individual has a good understanding of the Bank’s products and services. Effectively matches customer’s need by referring and/or selling products and services to enhance the customer’s relationship consistent with the Bank’s Sales Culture.

Internal ambition and drive to match and / or exceed goals in cross-selling: Individual demonstrates a positive and helpful attitude toward customers (internal and external), understands their importance to F&M Bank and understands how his / her job affects customers; establishes and maintains good relationships through interactions or work completed; projects a positive and professional image of F&M Bank in appearance and mannerism.

Communication Skills: Written: Individual writes clearly and concisely with little need for editing (includes spelling and grammar). Oral: Expresses self in speech as to be clearly and completely understood; adheres to the bank’s telephone standards; supports a favorable environment for open communication; addresses concerns or problems in an open non-defensive manner; conveys self-confidence and knowledge of subject in speaking to customers. Listens: Is attentive and transmits correct information to appropriate people; accepts constructive feedback.

Job Knowledge: Individual possesses and demonstrates the technical ability to perform required duties, is practical in applying knowledge to assignments, and maintains expertise by keeping current with new developments and procedures. 

Problem solving: The ability to define and offer solutions to resolve problems. Uses knowledge of the organization to identify helpful resources.

Attention to Detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

Ethics: The level of trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee will stand/sit for prolonged periods of time and maintain efficient physical movement throughout the office. The employee must frequently lift and/or move 25-50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Ability to use computer for long periods of time and there will be heavy telephone use. This person may also be required to work at other banking centers.  

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

This person will have the ability to:

• Work Monday – Friday, generally and an occasional Saturday with a day off and / or occasional extended hours as needed to accommodate the flow of business.
• Work on a holiday and be provided another day off throughout the year.
• Maintain a professional appearance and manner
• Work independently and as part of a team

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

NON-EXEMPT/HOURLY COMPETENCIES:

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.