Bilingual Collections Specialist

Truliant Federal Credit Union•Winston-Salem, NC

3d•Onsite

About The Position

The Collections Specialist II plays a vital role in the Credit Union’s success by managing the collection process for delinquent accounts while maintaining a high level of customer service. This role is responsible for engaging with members, negotiating payment arrangements, and resolving outstanding balances in a timely and efficient manner. This position requires a strong understanding of collections practices, excellent communication skills, and a commitment to delivering superior results.

Requirements

Possess a strong understanding of standard collections laws, practices, procedures, regulations and compliance requirements.
Knowledge of collection procedures; knowledge of bankruptcy concepts, repossessions and recovery is preferred
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 be proficient in using collection software and skip-tracing tools
Must have basic personal computer skills, including MS Office
Must have exceptional attention to detail and accuracy in documentation
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 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
Bilingual (English/Spanish) proficiency required
High school diploma or equivalent; college education preferred.
Minimum 5 years’ experience in financial services, call center, or collections environment required.

Nice To Haves

Knowledge of bankruptcy concepts, 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.
Utilizes skip-tracing techniques and tools to locate and contact members with difficult-to-reach 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.
Provides mentoring and support to Collections Specialists I, assisting with complex cases and helping to improve overall team performance.
Assists leadership in developing and implementing strategies to reduce delinquency rates and improve collection efficiency.
Participates in regular training sessions and meetings to enhance knowledge and skills in collections practices.
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.
Follows credit union policies and guidelines to ensure compliance with debt collections laws and regulations.
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.
Assists with other tasks and projects as assigned.