• Resource Recovery Team Lead

    Posted: 03/09/2023


    Glens Falls National Bank & Trust Company is seeking an experienced   

    Resource Recovery Team Lead

    This opportunity may be perfect for you if you have experience in:   

    Customer Service   

    Telephone Skills   

    Strong Communicator


    Responsible for leading a Resource Recovery unit working with past due customers to resolve delinquencies and develop loss mitigation opportunities. Utilize experience and knowledge along with established department practices to assist customers and accomplish goals



    §    Oversee day-to-day activities and scheduling for assigned department staff; assign work and direct collection efforts to ensure accounts are adequately worked and within department and regulatory parameters.

    §    Contact serious past due loan customers, including bankruptcy, loss accounts, and government program accounts, via phone and mail according to department guidelines.   Record Customer contacts utilizing department software.

    §     Interview and counsel pst due loan customers with goal of garnering repayment and reducing losses to Company.

    §     Develop and implement strategies to coordinate collection efforts on accounts requiring speciali attention.

    §     Process and complete documentation accurately and timely according to department policies and procedures.  Provide period reports to management team as appropriate.

    §     Adhere to accepted department and government regulatory practices while meeting specific department goals and deadlines.

    §   Manage, coach, and counsel staff to meet department goals and achieve performance standards; provide training and encourage continuous improvement for career development.




    §          Bachelor’s Degree or equivalent experience required

    §          6+ years of banking or customer service experience required; collections experience preferred

    §          1-2 years of supervisory experience preferred


    §     Proficient with Microsoft Office Suite:  Word, Excel, and Outlook; ability to learn collections software

    §     Exceptional telephone and customer service skills required

    §     Strong communication skills, both verbal and written; comfortable interacting with customers, co-workers, and management

    §     Ability to prioritize multiple tasks, coordinate work with others, and meet strict deadlines

    §     Demonstrated knowledge of state and federal regulations related to resource recovery and collection law preferred




    We offer a pleasant work environment, career development opportunities, competitive compensation, and an exceptional benefits package. This position is located in our 40 Media Drive, Queensbury, NY.

    Glens Falls National Bank & Trust Company has been serving the region and helping our neighbors achieve their financial goals since 1851. We are proud to serve as a cornerstone in the community through charitable giving and unmatched volunteerism. We serve Warren, Washington, northern Saratoga, Essex, and Clinton counties through 30 offices.  

    We are an Equal Opportunity Employer. Our employment decisions are made without regard for: race, color, religion, national origin or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status, or any other characteristic protected by law.