The Collector position works in the Collections Department and is responsible for routine inbound or outbound collection calling processes. With managerial oversight, this role works in most stages of delinquency, but may frequently require guidance on non-routine situations. Primary responsibilities are collections, customer servicing, and other loss mitigation and recovery activities.
- Works an established list/queue of accounts. Receives calls, makes outbound calls, and sends email communications to members to discuss delinquent accounts and to make payment arrangements.
- Resolves routine billing inquiries, and negotiates payment arrangements to cure delinquent accounts.
- Understands and educates members on account terms and alternate payment programs and methods.
- Navigates a computerized data entry system and other relevant applications, while staying within regulatory and compliance guidelines.
- Contacts delinquent members in order to secure payment and determine reason for delinquency.
- Analyzes credit reports, imaged documents, and collection comments on delinquent accounts.
- Initiates collection form letters to members.
- Documents and summarizes discussions regarding the member’s account, using the department’s collections software.
- Discusses collection strategy with team supervisor, and recommends payment plans and/or extension requests to help determine appropriate action. Proposes repossession or legal action when appropriate.
- Initiates skip trace action to obtain additional information on members. Contacts references and other lenders for additional information to determine the member’s financial situation and determine location.
- Assists with incoming skip trace calls from other lenders, and develops contacts for future dealings.
- Reviews and researches vehicle impound notices. Contacts storage locations and members to determine if vehicle needs to be repossessed.
- Reviews collateral accounts, and prepares and works those accounts through the repossession and liquidation process.
- Ensures full compliance with UNIFY Financial Credit Union service standards, policies, and procedures; and with the Bank Secrecy Act and other relevant laws and regulations.
- Performs other duties as assigned.
- High school graduate or equivalent required, with previous collections, customer service, or contact center experience preferred; or equivalent combination of education and experience. Must have a customer service focus, and excellent communication skills.
- Requires ability to understand and discuss personal and financial difficulties in confidence. Must have ability to recommend and negotiate payment arrangements.
- Requires strong computer skills. Requires a demonstrated ability to work successfully in a fast-paced environment.