Bilingual Collector II

Desert Financial Credit Union•Phoenix, AZ

About The Position

The Collector II works in a collection and recovery operations environment, handling routine inbound and outbound collection calls for accounts in auto, unsecured, deceased, and business collection queues. The role focuses on advanced-stage delinquent loans, with the goal of bringing accounts current or recommending alternative default resolutions such as repossession. The Collector II monitors accounts assigned for repossession, re-marketing, bankruptcy, and other specialized handling, and stays in contact with relevant agents. The position also supports Collector I responsibilities after completing its own assigned tasks. The role negotiates payments based on each member’s or customer’s financial situation, verifies account information, and provides account assistance while complying with applicable regulations. It includes skip tracing, identifying accounts and collateral that may require recovery or other handling, coordinating repossession and remarketing activities, and supporting bankruptcy queues and related communications. The Collector II collaborates with internal stakeholders, vendors, and members to provide a strong service experience and offers guidance on maintaining accounts in good standing.

Requirements

High school diploma or GED.
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 with professionalism and a member-focused approach.
Basic understanding of banking concepts, products, and their application to member needs.
Ability to listen actively, identify underlying needs, and demonstrate understanding.
Experience handling mid-stage past-due accounts using advanced negotiation strategies.
Ability to structure repayment plans tailored to 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 ability.
Microsoft Office Suite proficiency.

Responsibilities

Negotiate payments by evaluating each member’s or customer’s financial situation and offering solutions tailored to individual needs.
Confirm that member and customer information is accurate and complete.
Handle inbound and outbound collection calls and provide assistance based on account status.
Follow applicable regulations, including FDCPA, state collection laws, and HIPAA.
Perform skip tracing to establish contact or identify collateral location when needed.
Identify accounts that may require alternative default resolutions, such as repossession, and recommend them for review.
Identify collateral at risk because of its status or condition and coordinate with agents, vendors, and third parties on appropriate next steps.
Upon approval, handle aspects of assigning accounts for repossession, track updates, and maintain communication with agents through resolution.
Ensure Notices of Private Sale are sent after repossession and that collateral is transported to auction.
Work with auction vendors to review and set floor prices and update remarketing data 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.
Communicate with attorneys and trustees and keep current on new and revised bankruptcy regulations.
Collaborate with internal stakeholders, external clients and vendors, and customers or members to support an exceptional service experience.
Guide and coach customers or members on maintaining accounts in good standing to reduce risk and foster potential membership growth.
Assist with Collector I responsibilities once assigned tasks are complete.
Perform other job-related duties.