Collections Specialist

Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.

Position Summary:

The Collection Specialist is responsible for contacting members who have delinquent loans and offer viable delinquency resolution solutions while providing good member service. Correspondence will primarily occur via the telephone but may also communicate via email. The Collection Specialist expresses understanding and empathy, while obtaining the reason for the delinquency in a non-threatening manner and offer repayment plans to resolve the delinquency.

The Collection Specialist processes a variety of personal and business financial transactions, payment processing and application, as well as problem solving.

What you will do:

* Process Financial Transactions/Account Dispute Resolution

* Review accounts for misapplied payment

* Review Loan Documents/System to identify loans that were set up with incorrect due date

* Delinquent Account Resolution

* Make outbound and receive inbound calls from members pertaining to delinquent account(s)

* Make contact with delinquent members; obtain reason for delinquency while expressing empathy and offer viable repayment solutions to resolve delinquency

* Thorough account documentation of conversation

* Ask probing open-ended questions

* Demonstrates active listening and effective questioning skills to gather pertinent information and documents thoroughly

* Contributes toward achieving Collection Department Goals & Objectives (i.e. delinquency goals, loss goals, offering alternative repayment solutions, providing good member service)

* Conform/Comply with all applicable Telhio policies and procedures (internal controls) and Federal and State Regulations

Responsibilities:

Process Financial Transactions:

* ACH/Check by Phone

* Credit Card Payments

* Review accounts for misapplied payments.

* Review Loan Documents/System to identify loans that were set up with incorrect due date.

* Submit DNA Publisher tickets to have identified errors corrected

* Follow upon submitted CRMs to ensure completion

Delinquent Account Resolution:

* Make outbound and receive inbound calls from members pertaining to delinquent account(s).

* Provide accurate answers to members' questions.

* Properly identify members when receiving inbound calls. (i.e. member number, social security, DOB)

* Contact delinquent members; obtain reason for delinquency while expressing empathy and offer viable repayment solutions to resolve delinquency.

* Thorough account documentation of conversation.

* Ask probing open-ended questions

Quality Assurance (Call Monitoring):

* Proper identity verification procedures are completed

* Address verification completed

* Obtains reason for delinquency, obtains employment information, and offers viable repayment solutions while expressing empathy and understanding.

* Documents results of all calls in Akcelerant and notates Diary Memos when necessary.

* Utilizes proper grammar and phone etiquette.

* Stays logged in to phone system and in a "ready" status except when on break or lunch.

* Demonstrates active listening and effective questioning skills to gather pertinent information and

* documents thoroughly.

Teamwork:

* Contributes to achieving Collection Department Goals & Objectives (i.e. delinquency goals, loss goals, offering alternative repayment solutions, providing good member service).

Qualifications

* Education:

High School Diploma or Equivalent (Preferred)

* Experience:

1-3 years of Collection Experience

* Skills, Knowledge and Abilities:

* Communication Skills (listening, inquiry, explaining to/aligning members...)

* Ability to handle multiple projects/tasks and meet deadlines

* Detailed oriented

* Telhio Applicants must be able to pass a background check including Credit, Drug…