Bilingual Collections Specialist I

Truliant Federal Credit Union•Winston-Salem, NC

12d

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Essential Functions and Responsibilities Contacts and engages with members by phone, email, and SMS texting to notify of their delinquent status and initiate collecting on loans, credit cards, and overdraft deposit accounts. Assists members in understanding their financial obligations, obtaining payments, and establishing realistic repayment plans. Follows up when repayment plans are not met. Documents all communication, payment arrangements, and processes related to collections efforts in a timely and detailed manner within required databases. Makes decisions, using ethical collection techniques and financial analysis which mitigate Truliant’s risk of loss while preserving member retention and promoting member loyalty. Utilizes multiple operating systems to maintain accounts throughout the collections process. Handles high volumes of in and outbound calls and servicing requests via email to consistently meet or exceed established Credit Union service standards, key performance metrics, and departmental service level agreements. Processes recommendations for repossession to the Repossession Specialists. Performs detailed research and compiles documentation for charge off disputes submitted by members and third-party collection vendors. Monitors member accounts and identifies signs of potential financial distress to identify opportunities to offer short term modification solutions or refer for workout loan consultation. Responds promptly to internal and external member inquiries and concerns with professionalism and empathy. Collaborates with other team members and departments to resolve complex member issues effectively, accurately, and in a timely manner. Engages in ongoing training and knowledge development of Truliant products, services, and collection techniques through training and self-directed learning. Provides feedback to management regarding process improvements and opportunities for efficiency gains. Follows credit union policies and guidelines to ensure compliance with debt collections laws and regulations. Other Duties and Responsibilities Assists with other tasks and projects as assigned.

Requirements

Bilingual (English/Spanish) proficiency required
Must have a basic understanding of standard concepts, practices, procedures, regulations and compliance within the collections environment
Must have excellent negotiation and problem-solving skills, with the ability to handle difficult conversations with members effectively.
Must have excellent communication skills in English, both verbal and written
Must have basic personal computer skills, with knowledge of MS Office
Must be able to show persistence, determination and tact
Must be able to maintain objectivity and emotional stability under pressure
Must have ability to understand all business processes within the credit union
Must be detail oriented and well organized
Must be able to work in a general office environment
Must be flexible and able to shift resources and priorities as required
Must be able to complete all assignments with minimal supervision
Should possess a strong commitment to providing excellent service to Truliant’s members
High school diploma or equivalent; college education preferred
Minimum 2 years’ experience in financial services, call center, or collections environment required
Bilingual (English/Spanish) proficiency required

Nice To Haves

Must have knowledge of collection procedures, bankruptcy concepts, and repossessions and recovery is preferred

Responsibilities

Contacts and engages with members by phone, email, and SMS texting to notify of their delinquent status and initiate collecting on loans, credit cards, and overdraft deposit accounts.
Assists members in understanding their financial obligations, obtaining payments, and establishing realistic repayment plans.
Follows up when repayment plans are not met.
Documents all communication, payment arrangements, and processes related to collections efforts in a timely and detailed manner within required databases.
Makes decisions, using ethical collection techniques and financial analysis which mitigate Truliant’s risk of loss while preserving member retention and promoting member loyalty.
Utilizes multiple operating systems to maintain accounts throughout the collections process.
Handles high volumes of in and outbound calls and servicing requests via email to consistently meet or exceed established Credit Union service standards, key performance metrics, and departmental service level agreements.
Processes recommendations for repossession to the Repossession Specialists.
Performs detailed research and compiles documentation for charge off disputes submitted by members and third-party collection vendors.
Monitors member accounts and identifies signs of potential financial distress to identify opportunities to offer short term modification solutions or refer for workout loan consultation.
Responds promptly to internal and external member inquiries and concerns with professionalism and empathy.
Collaborates with other team members and departments to resolve complex member issues effectively, accurately, and in a timely manner.
Engages in ongoing training and knowledge development of Truliant products, services, and collection techniques through training and self-directed learning.
Provides feedback to management regarding process improvements and opportunities for efficiency gains.
Follows credit union policies and guidelines to ensure compliance with debt collections laws and regulations.
Assists with other tasks and projects as assigned.