Account Services Administrator

The Specialty Collections Administration Specialist plays a vital role within the Specialty Collections team, managing accounts impacted by customer bankruptcies or deceased estates. This position ensures legal and regulatory compliance while handling sensitive cases with accuracy and compassion. Responsibilities include filing claims, managing case timelines, collaborating with internal and external stakeholders, and ensuring seamless processes for bankruptcy and probate accounts. Additional tasks will also include assisting with calls or mail that require an onsite agent to handle.

** This is an on-site position that requires reporting to our office in Wausau, WI. The standard schedule for this role is Monday through Friday, between the hours of 7:00 a.m. to 6:o0 p.m. **

Essential Functions

• Manage Bankruptcy Accounts: Process and update accounts impacted by Chapter 7, Chapter 13, and other bankruptcy filings, ensuring compliance with legal and regulatory requirements.

• File Claims: Gather and submit documentation, including Proof of Claim forms, contracts, UCC filings, and titles, to external servicers and courts.

• Track Probate Cases: Code deceased customer accounts appropriately, file probate claims, and monitor estate matches using Probate Finder tools.

• Maintain Records: Update and manage the Probate Tracker and SharePoint spreadsheets to ensure accurate tracking of bankruptcy and probate claims.

• Analyze Reports: Review monthly and daily reports, such as DOD Match Reports, to identify and resolve discrepancies in flagged accounts.

• Process Payments: Record account settlements and ensure claims are released when accounts are paid or settled in full.

• Collaborate with Stakeholders: Work with internal teams, external servicers, and legal representatives to resolve account discrepancies and provide necessary documentation.

• Handle Sensitive Cases: Address cases of customer death with compassion and professionalism, maintaining discretion and respect for estates and families.

• Monitor Compliance: Ensure adherence to legal, regulatory, and company policies for bankruptcy and probate processes.

• Process Probate Mail: Manage estate-related mail and documentation, coding accounts as needed and filing claims promptly.

• Facilitate Borrower Updates: Handle deceased borrower swaps and other account changes while ensuring accurate coding and documentation.

• Support Process Improvement: Identify opportunities to enhance the efficiency and accuracy of bankruptcy and probate workflows.

• Taking or placing calls with customers that could involve acquiring additional information, accepting or collecting payments.

Required Education and Experience

• High School Diploma or GED equivalent required

• 2 years of experience in bankruptcy, probate, or related field, required

• Strong understanding of bankruptcy types (e.g., Chapter 7, Chapter 13) and probate processes, including estate claims.

• Familiarity with industry regulations and legal processes related to bankruptcy and deceased accounts.

• Proficiency with case management tools and Microsoft Office Suite.

• Exceptional attention to detail and ability to manage complex, sensitive cases.

• Strong organizational and analytical skills to handle multiple tasks simultaneously.

• Effective communication skills for interacting with stakeholders, both internal and external.

• Ability to work compassionately and professionally in sensitive situations.

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.