Collector The duties of a Collector include collection calls and/or correspondence in a fast-paced goal-oriented collections department. Objective is to reduce delinquent loans and reduce credit union losses. Provide customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining a group of assigned accounts. Major Duties and Essential Functions Embraces the core values of company including excellence, people, integrity, and collaboration. Manage a portfolio of delinquent accounts that are in early-stage delinquency. Collect and resolve problems on delinquent accounts by contacting members by phone, mail, or email. Maintain delinquency ratio and net charge off ratio determined by management. Communicate with other departments such as Lending, Card Services, Member Connect, Member Connect Support, and the branches. Correct loan errors and demographic errors on accounts, Send compliance letters, place hold on accounts and services. Resolve single interest insurance problems. Assist members by answering questions on other credit union services. All other duties as assigned or required.
Requirements: Specific knowledge, skills, and abilities required for this position:
- Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Self-motivated, detailed and thorough work habits, people oriented; organized.
- Reliable; able to work independently and as a team member.
- Effective oral and written communication skills; ability to handle stress.
- PC knowledge and experience.
- Must be able to understand internal policies and procedures and correctly apply them in normal and unusual circumstances.
- Knowledge and ability to operate on-line collection system and Microsoft Office.
- Knowledge of billing and collections procedures
- Strong attention to detail, goal oriented
- Commitment to excellent customer service
- EducationEquivalent to a high school education.
- Preferred Experience
- Previous experience with financial institution or credit union, preferably in collections or account reimbursements.
- One to two years of recent debt collection experience preferred.
