Collections Representative

Job Description

Posted Tuesday, March 18, 2025 at 8:00 AM

Final date to receive applications is 5 days after the date the role was posted.

Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial‑service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.

COLLECTION REPRESENTATIVE

FUNCTION

DESCRIPTION:

Responsible for performing collection activities associated with various delinquent accounts for consumer, real estate and investor‑owned mortgage accounts, ensuring timely collections, and maintaining compliance with relevant regulations. A primary responsibility is to ensure the company’s professional image is maintained.

ORGANIZATIONAL RELATIONSHIPS:

Reports to:

SVP – Consumer Lending

Contacts:
Credit union members, credit union branch/department staff, auditors, regulators, partners, vendors, governmental agencies, and credit union executive staff.

Attorneys regarding bankruptcies, court appearances, insurance companies and automobile dealers. Various law agencies regarding fraud, forgery, theft, and embezzlement.

QUALIFICATIONS:

Education:

High School or equivalent.

Experience:

Minimum 2 years collection experience preferred.

Strong administrative experience required.

SKILLS: Knowledge of CFPB, FDCPA, Fannie Mae regulations preferred. Knowledge of Fiserv DNA, Temenos is desirable. Intermediate skills in Excel, Word, and Outlook required. Ability to manage multiple accounts and prioritize tasks effectively. Ability to effectively present information and respond to questions from members, clients, and managers. Strong analytical skills to assess borrower financial situations and determine appropriate actions. Must have excellent written and oral skills to effectively communicate professionally with clients, members, and staff of various levels.

Excellent accuracy and attention to detail. Bilingual (English and Spanish) preferred but not required.

EQUIPMENT: General office equipment.

ESSENTIAL FUNCTIONS:

• Provides a valuable and enjoyable experience to both internal customers and members during interactions adhering to Bellco’s Core Values and Act Nice Behaviors.
• Complete collection queue calls on real estate and investor‑owned accounts, auto, and unsecured in assigned timeframe.
• Work with members to negotiate payment arrangements, avoiding foreclosure and repossession.
• Handle high volume of incoming and outgoing collection calls.
• Perform Collector functions as needed by the department, including Inbound call volume, queue calls and tasks, fielding calls for other default/ loss mitigation teams and practice one call resolution.
• Achieve and surpass department KPI’s for Call Handling time, Quality Assurance, call volume, etc.
• Process payment requests received from members.
• Timely response to member inquiries, both verbal and written and according to investor, regulatory, state and federal guidelines.
• Review and analyze borrower financial information to determine appropriate repayment plans.
• Knowledge of financial assistance programs available to assist members at company, investor, State and Federal level.
• Maintain accurate records of all collection efforts, including phone calls, letters, and payment arrangements.
• Compliance with all investors (i.e. Fannie Mae, Freddie Mac) requirements and regulations.
• Provide loss mitigation assistance applications to members.
• Review status of loans in Loss Mitigation and provide status to members of application.
• Locate customers using databases and references (Skip Trace).
• Keep members up to date on the progress of loss mitigation and provide foreclosure prevention alternatives serving as single points of contact for member follow up with other departments.
• Coordinate with other internal / external departments such as Legal to manage modifications, foreclosures, and bankruptcies.
• Provide a professional example, accuracy, and consistency in work performance.
• Participate…