Collections Representative I (Lawrence)

Job Description

Job Description

FUNCTIONAL SUMMARY : Responsible for handling and resolving defaults and delinquencies with members’ accounts and loans, advocating for members, and maintaining strong member relationships and meeting member service standards.

RESPONSIBILITIES :

• Review and document status of accounts and initiate telephone contact on delinquent loans. Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected.
• Prepare correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email.
• Utilize Collections system to document accurately.
• Answer incoming member or member-related contacts (phone calls, emails, etc.), work Collection queues and make outbound member calls.
• Conduct skip tracing as necessary to obtain contact information in order to contact delinquent / defaulted members.
• Makes effective use of collection tools and delinquent loans activity reports. Determines reasons for delinquencies and works towards permanent solutions and minimizes losses by early actions.
• Establishes and monitors payment plans whenever possible.
• Maintains strict adherence and compliance to all laws, rules, regulations, policies, procedures, and internal controls specific to the job functions.
• Exercises appropriate telephone etiquette, reviews accounts for possible rewrite or temporary modification. Revokes ATM / Debit cards and places and removes holds on accounts.
• Follows detailed and standardized procedures in performing routine collection operations and performs a variety of support duties related to the collection function.
• Works with all departments to ensure collection problems are resolved in a timely manner. Participates in department projects.
• Research and address credit reporting disputes either direct from members or through e-Oscar and maintain dispute logs as needed.

QUALIFICATIONS :

• High school education or equivalent is required.
• Previous experience in a call center and / or financial institution preferred. Excellent telephone and communication skills required.
• Minimum of two-three years of recent and progressive experience in consumer or mortgage collections in a financial institution preferred
• Experience successfully utilizing various computer programs including MS Office.
• Demonstrated written / verbal communications skill essential, with the ability to handle difficult situations with sensitivity and objectivity.
• Bilingual preferred.
30+ days ago