Service Resolution Specialist Jobs (NOW HIRING)

Description

JOB DESCRIPTION

Position Title: Relationship Resolution Specialist

FLSA Status: Non-Exempt

Department: Risk Management

Location: Canton

Reports to: Chief Risk Officer

Supervises: None

Travel: Moderate

Date Last Revised: 5/12/2026 

POSITION QUALIFICATIONS:

This position requires strong customer service skills and the desire to serve our customers needs in an outstanding fashion. This position requires an aptitude for working with the public and making personal contact with bank customers to assist them with their delinquent accounts.  

This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

POSITION SUMMARY:

The Relationship Resolution Specialist is responsible for managing delinquent consumer and/or mortgage accounts in a professional, respectful, and solution-oriented manner while preserving strong customer relationships. This position works directly with customers to identify payment solutions, minimize financial risk to the Bank, and support positive customer experiences through effective communication, problem-solving, and account management.

The Relationship Resolution Specialist serves as a liaison between the customer and the Bank by providing education, guidance, and support regarding account status, payment arrangements, and available assistance options.  

Essential Functions

• Contact customers regarding past due loan, deposit, or overdraft accounts through phone calls, letters, email, text messages, and other approved communication methods and assist them with payment difficulties;
• Contact customers regarding returned checks;
• Support retention of customer relationships by balancing service excellence with sound collection practices.
• Maintain professional and respectful communication with customers while working toward account resolution.
• Review delinquent accounts and recommend appropriate repayment arrangements or next steps.
• Document all customer interactions, collection efforts, payment arrangements, and account activity accurately within Bank systems.
• Monitor and maintain assigned delinquency queues to ensure timely follow-up and resolution.
• Respond to customer inquiries regarding payments and loan transaction history;
• Assist customers with understanding payment options, due dates, and account obligations.
• Work collaboratively with branch staff, lending personnel, and management to resolve customer account concerns.
• Inspect bank collateral including real estate inspections of bank-owned properties and properties in foreclosure. These inspections may involve determining the need for and assignment of cleaning, maintenance and repairs;
• File legal claims with courts and attorneys;
• Respond to attorney requests for documents, payoff figures and other information;
• Manage borrower-filed bankruptcies;
• Process County delinquent tax notices received related to our mortgaged properties;
• Process City of Ogdensburg delinquent tax notices related to our mortgaged properties;
• Work with real estate agents toward the sale of bank-owned properties;
• Attend pre-foreclosure conferences;
• Assist with preparation of reports related to delinquency trends, payment activity, and collection efforts.
• Identify and escalate high-risk accounts, bankruptcy notices, fraud concerns, or legal matters as appropriate.
• Ensure collection activities remain compliant with all applicable federal and state laws, regulations, and Bank policies.
• Scan and Index collections documents using the Document Management System;
• Maintain confidentiality of customer and Bank information.
• Participate in departmental meetings and ongoing professional development.
• Complete all mandatory training;
• Perform additional duties as assigned.

Job Requirements:

Flexible work schedule

Valid New York State Driver's License

Ability to read

Ability to write

Performance Factors

Attendance and Dependability: The employee is expected to report to work at the scheduled time and strives to keep absences minimal. The employee is expected to complete their work in a timely, accurate, and thorough manner and is conscientious about assignments.

Communication and Contact: The employee is expected to communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of the Bank.

Relationships with Others: The employee is expected to work effectively and relate well with others including supervisors, colleagues, and individuals inside and outside the Bank. The employee is expected to exhibit a professional manner when dealing with others and will work to maintain constructive working relationships.

EDUCATION, EXPERIENCE, and SKILLS:

Education:  

High School Diploma or GED

Experience:

Two years of experience in a financial institution or loan setting is preferred.

Solid understanding and knowledge of Bank loan products and services.

Experience in collection of accounts and/or collateral is desired.

Skills:

Strong communication and organizational skills, accuracy in interpreting transaction histories, and a solid understanding of the balancing process;

Strong knowledge of Excel and Word;

Good oral, written and human relations skills;

Good math skills;

Good computer skills and ability to operate standard office equipment;

Aptitude for use of Bank's Teller programs (Insight).

AMERICANS WITH DISABILITIES SPECIFICATIONS

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 required to stand for extended periods of time; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch; talk; hear; and see. The employee may occasionally be required to lift and/or move up to 25 pounds.  

Work Environment

Work environment characteristics 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 may be exposed to different variations of weather conditions while performing customer visits. This may involve travel in reasonable and moderate weather conditions. The noise level in the work environment is usually moderate.

I have received and read this job description and acknowledge that I am able to perform the essential functions of this job with or without reasonable accommodation.

___________________________________

Name

___________________________________

Signature Date

Receipt of this job description in no manner constitutes an offer of employment.