Collector II

Responsibilities

• Handle and resolve defaults and delinquencies with members’ accounts, advocating for members and maintaining strong member relationships and meeting member service standards
• Provide assistance and support to members in financial difficulty by identifying mutually agreeable payment arrangements
• Handle escalated member issues as required
• Work assigned collection queues and make collection attempts by telephone and email (on financial products like auto loans, credit cards, mortgages, etc.), following established procedures and regulations
• Review and submit accounts for loan workout arrangements (such as extensions, modification, forbearance and partial payments)
• Identify accounts for adverse action (such as repossession, foreclosure, closure, suspension and charge off) and handle with guidance from internal business partners
• Proactively identify gaps in processes and procedures and make recommendations for improvements
• Conduct skip tracing, as necessary, to obtain contact information in order to contact delinquent/defaulted members
• Participate in department projects and initiatives as required
• Assist in orientation and training of new Collectors
• Participate in system upgrades including quality control and testing

• Minimum 2 years’ experience in a collections position, preferably in the financial services industry
• Basic knowledge of financial service industry regulations including TCPA, FDCPA, FCRA and FACT ACT is preferred
• Basic understanding of loan calculations including APR, amortization schedules and simple interest calculations
• Effective time management skills and the ability to work independently or in a collaborative team environment
• Strong listening skills