Bilingual Collector II

Exciting•Phoenix, AZ

About The Position

The Collector II works in a collection and recovery operations environment and is aligned with routine inbound and outbound collection calling processes on accounts assigned in the auto, unsecured, deceased, and business collection queues. This role is responsible for and specializes in collecting on loans at advanced stages of delinquency to bring accounts current or recommending for alternate default resolutions such as repossession. The Collector II monitors accounts assigned for repossession, re-marketing, bankruptcy, and other specialized handling, and maintains communication with appropriate agents. The Collector II displays a team mindset by assisting in all Collector I responsibilities once their tasks are completed.

Requirements

High School Diploma or GED required.
1+ years of Collections experience required.
Customer Service Excellence – Ability to deliver consistent, high-quality service while maintaining professionalism and member focus required.
Basic Financial Knowledge – Understanding of fundamental banking concepts, products, and their application to member needs required.
Active Listening – Skill in focusing on member communication, identifying underlying needs, and demonstrating understanding required.
Mid-Stage Collections Strategies – Handling mid-stage past-due accounts with advanced negotiation required.
Payment Plan Structuring – Creating tailored repayment plans that align with customer financial situations required.
Objection Handling – Overcoming resistance and educating customers on repayment options required.
Performance Tracking – Monitoring individual KPIs and adjusting strategies accordingly required.
Cross-Department Communication – Working with risk, fraud, and legal teams on complex cases required.
Communicates Effectively, Nimble Learning required.
Microsoft Office Suite required.

Responsibilities

Negotiates payments while evaluating the member/customer financial situation to provide solutions based on individual needs.
Confirm all member information is accurate and complete.
Answer inbound and outbound collection calls to provide customer/member assistance based on the status of the customer's/ member’s account(s).
Adhere to all appropriate regulations; FDCPA, state collection laws and HIPPA.
Performs extensive skip tracing in order to establish contact or identify collateral location for recovery when necessary.
Identify accounts that require alternate default resolutions such as repossession and recommend them for review.
Identify collateral that is at risk due to its status or condition (i.e. total loss or salvage) and communicate with appropriate agents, vendors and third-party companies to determine the best course of action for the credit union.
Collateral Repossession/Remarketing – Handles certain aspects of assigning accounts for repossession upon approval, ensure updates are received/notated, and maintain communication with agents until resolution.
Ensure Notice of Private Sale are sent after repossessions and collateral is transported to the auction.
Work with auction vendor to review and set floor prices and ensure re-marketing data is updated in system of record upon sale.
Bankruptcy – Assist in maintaining all bankruptcy queues related to auto, unsecured, and deposit accounts to ensure all required policies, procedures, and time sensitive requirements are met.
Maintains appropriate communication with attorneys and trustees.
Maintains up to date knowledge of all new and revised bankruptcy regulations.
Collaborates, communicates, and responds to internal stakeholders, external clients/vendors and customers/ members to ensure an exceptional customer/ member experience.
Provides guidance and coaching to customer/members regarding the importance of maintaining account(s) in good standing thereby reducing risk and fostering potential membership growth.
Performs other job-related duties.