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Collections Representative

Pinnacle Federal Credit Union
Edison, NJ
  • Expired: over a month ago. Applications are no longer accepted.
Job Description



JOB TITLE:    Collections Representative                     

EMPLOYER: Pinnacle Federal Credit Union


DEPARTMENT: Account Resolutions


EFFECTIVE DATE: September 15, 2022


Salary Position


SUMMARY: Manages collection activities and all levels of delinquency up to charge-off; supports all aspects of collections on all accounts.



·         Negotiates payment of all current and past due accounts by direct telephone and written correspondence.

·         Initiates correspondence regarding delinquency status; updates customer account information.

·         Identifies and monitors potential problem accounts.

·         Utilizes collection techniques to resolve accounts according to company’s policies and procedures.

·         Researches, resolves, corrects, and prevents invoice discrepancies by active interaction with customers, sales, and other appropriate staff/departments.

·         Researches and mails credit memos and duplicate payment letters.

·         Researches and resolves all short payments within departmental policies and procedures.

·         Performs detailed account reconciliations as needed to resolve complex disputed receivable issues.

·         Communicates status of account problems on a regular basis.

·         Prepares monthly client account analysis summaries.

·         Recommends collection strategies and/or efforts.

  • Performs other related duties as assigned by management.



·         Associate's degree (A. A.) or equivalent, one to two years related experience, or equivalent combination of education and experience.

·         Proficient in all Microsoft Products supporting office production, Excel in particular, collection and recovery systems, credit reporting, loan modification and workout documentation, delinquency reporting, End of Month Production Reporting, Current on all Laws/Regulations applicable to Account Collections including but not limited to, FCRA, FDCA.

·         Demonstrated ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

·         Commitment to excellence and high standards.

·         Excellent written and verbal communication skills.

·         Ability to prepare reports and business correspondence. 

·         Ability to understand and follow written and verbal instructions

·         Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.

·         Acute attention to detail

·         Ability to work independently and as a member of various teams and committees.

·         Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

·         Ability to perform diversified clerical functions and basic accounting procedures.

·         Ability to effectively communicate with people at all levels and from various backgrounds.

·         Bilingual skills a plus.

·         Excellent customer service skills

·         Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.



  • Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  • Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
  • Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
  • Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
  • Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
  • Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.



  •   Frequently required to stand
  • Frequently required to walk
  • Frequently required to sit
  • Frequently required to utilize hand and finger dexterity
  • Continually required to talk or hear
  • Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
  • Occasionally required to lift/push/carry items less than 25 pounds.




The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.









Pinnacle Federal Credit Union


135 Raritan Center Parkway Suite 6 Edison

Edison, NJ


Finance and Insurance