ODC Collector

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence.

We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.

Time Type:
Full time

This is an in-office position.

Department:
1150 Free Checking

Job Summary:
The Overdraft Courtesy Collector (ODC Collector) is responsible for collecting from customers with overdrawn accounts and for providing alternative solutions for repayment and other options in support of the Bank's Overdraft Courtesy Program Guidelines and compliance with all State and Federal Regulations. Ability to work in fast pace during peak times (beginning of the month).

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Process outbound collection calls
• Answers incoming calls
• Evaluate customers financial situation
• Handle questions or complaints
• Provides customers alternative solutions for repayment of overdraft such as Repayment Plans
• Provides customer service
• Confer with customers and negotiate account resolution in accordance with collection policies
• Take individual responsibility over what is discussed during the call
• Document call notes
• Informs customer the failure to pay actions
• Locate and contact customer to follow up with payment status
• Ability to maintain confidentiality regarding sensitive customer information
• Manage collection calls downloaded (accounts assigned to collector)
• Patient and sensible to customers financial situation
• Assisting branch associates with ODC program related questions
• Trains new hire employees
• Performs other duties as assigned

SKILLS

• Active Listening
• Coordination
• Instructing
• Judgment and decision making
• Mathematics
• Ability to negotiate
• Persuasion
• Reading comprehension
• Service orientation
• Effective communicator
• Organized
• Ability to multitask
• Ability to prioritize
• Bilingual
• Moderate typing skills (40 WPM)
• Computer literate
• MS Office experience (Excel & Word)
• Ability to work in fast-paced environment
• Able to operate office machines (printers/scanners)
• Self-starter
• Goal oriented

EDUCATION

• High School Graduate or equivalent
• Collection experienced preferred but not required
• Basic account knowledge preferred but not required