Account Manager I - Retail Collections

BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ: BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states – Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies.

The Account Manager I is primarily responsible for managing early stage collection accounts and collecting on charged off deposit and loan accounts. Responsibilities include identifying opportunities to assist customers with Loss Mitigation, due date changes and deferrals and escalating these accounts to senior account managers for review. Typically this position will redirect accounts that are more delinquent than early stage delinquency or accounts in escalated legal status to senior account managers for handling. This position also is responsible for providing customer service activities such as taking payments over the phone, updating addresses, setting accounts up on auto debit and providing customers requested account information. The type of accounts the account manager will be responsible for handling are consumer based secured and unsecured loans and lines of credit and deposit related products. These responsibilities are typically accomplished via inbound and outbound phone calls for customers that are current, delinquent or have had their account charged off with BOKF. This position provides support to Consumer Banking, The Private Bank, Business Banking, Commercial Banking and BOMC. The position is responsible for initiating collection activities on accounts with delinquent payments in order to comply with bank policy and procedure as well as ensuring the bank is in compliance with federal regulations for loan servicing. This position will counsel with delinquent customers and work to establish formal and informal repayment plans, settlements, and work out plans. This position is also responsible for accurately documenting the collection system for each customer contact.

- Responsible for handling inbound and outbound phone calls for customers that are current, delinquent or have had their account charged off with BOKF. Adhere to department policies and procedures in regards to customer contact. Meet established individual goals and department goals related to quality and productivity. - Daily management of early stage delinquency queue and charged off deposit account queue. - Customer service activities such as taking payments over the phone, updating addresses, setting accounts up on auto debit and providing customers requested account information. - Identifies opportunities to assist customers with Loss Mitigation, due date changes and deferrals and escalating these accounts to senior collectors for review. Redirect accounts that are more delinquent than early stage delinquency or accounts in escalated legal status to senior collectors for handling. - Accurately documenting the collection system for each customer contact.

- Basic knowledge of FDCPA, FCRA, OCC Mortgage Servicing, UDAAP and BSA - Basic knowledge of collection methods - Basic knowledge of collection laws and procedures - Good customer service skills - Basic knowledge of accounting principles and practices - Good interpersonal, oral and written communication skills - Good negotiation skills - Good PC skills including spreadsheet and word processing software - General problem resolution skillsThis level of knowledge is normally acquired through completion of an Associate’s Degree and/or 1-2 years collections, branch banking or customer service experience or 4-5 years related work experience.