Bilingual Collector II

Exciting•Phoenix, AZ

About The Position

The Collector II works in a collection and recovery operations environment, handling routine inbound and outbound collection calls on accounts assigned to auto, unsecured, deceased, and business collection queues. This role specializes in collecting on loans at advanced stages of delinquency to bring accounts current or recommending alternate default resolutions, such as repossession. The Collector II monitors accounts assigned for repossession, re-marketing, bankruptcy, and other specialized handling, and communicates with appropriate agents. The role also assists with Collector I responsibilities when its assigned tasks are complete. The Collector II negotiates payments based on an evaluation of each member’s or customer’s financial situation, verifies account information, and provides assistance according to account status. The role performs skip tracing and supports repossession, remarketing, and bankruptcy processes, including coordination with agents, vendors, attorneys, trustees, and internal stakeholders. The Collector II follows applicable regulations and procedures, maintains knowledge of bankruptcy regulations, and supports a positive customer and member experience.

Requirements

High school diploma or GED required.
At least 1 year of experience in Collections, Accounts Receivable, Loan Servicing, or a high-volume outbound call environment; equivalent experience in insurance claims, retention, or telesales may be considered.
Ability to deliver consistent, high-quality customer service while maintaining professionalism and a member focus.
Basic understanding of banking concepts, products, and their application to member needs.
Active listening skills, including identifying underlying needs and demonstrating understanding.
Experience handling mid-stage past-due accounts using advanced negotiation strategies.
Ability to structure tailored payment plans based on customers’ financial situations.
Ability to handle objections and educate customers about repayment options.
Ability to monitor individual KPIs and adjust strategies accordingly.
Ability to communicate across departments and work with risk, fraud, and legal teams on complex cases.
Effective communication skills.
Nimble learning.
Microsoft Office Suite skills.

Responsibilities

Negotiate payments by evaluating members’ and customers’ financial situations and offering solutions tailored to individual needs.
Confirm that member information is accurate and complete.
Answer inbound and outbound collection calls and assist customers and members based on account status.
Adhere to applicable regulations, including FDCPA, state collection laws, and HIPAA.
Perform skip tracing to establish contact or identify collateral location when necessary.
Identify accounts that may require alternate default resolutions, such as repossession, and recommend them for review.
Identify collateral at risk because of its status or condition, such as total loss or salvage, and coordinate with agents, vendors, and third parties on a course of action.
Handle approved aspects of assigning accounts for repossession, ensure updates are received and recorded, and communicate with agents through resolution.
Ensure Notices of Private Sale are sent after repossession and collateral is transported to auction.
Work with auction vendors to review and set floor prices and ensure re-marketing data is updated in the system of record after sale.
Assist in maintaining bankruptcy queues for auto, unsecured, and deposit accounts, ensuring policies, procedures, and time-sensitive requirements are met.
Maintain appropriate communication with attorneys and trustees and stay current on new and revised bankruptcy regulations.
Collaborate with and respond to internal stakeholders, external clients and vendors, and customers and members to support an exceptional experience.
Guide and coach customers and members on maintaining accounts in good standing to reduce risk and foster potential membership growth.
Assist with Collector I responsibilities after completing assigned tasks.
Perform other job-related duties.