Collections Associate

Connexus Credit Union

4d • Remote

About The Position

The Collections Associate manages early-stage delinquent loan accounts while providing members with professional, empathetic service. The role evaluates member circumstances and payment history, communicates through phone and written channels, negotiates payment arrangements, and follows up on commitments to help bring accounts current. This is a remote position.

Requirements

• At least 1 year of related experience.
• Experience addressing difficult customer service situations and providing resolutions professionally and tactfully.
• Excellent verbal, written, listening, and interpersonal communication skills.
• Ability to remain assertive and confident when dealing with difficult situations.
• Ability to multitask and work in a fast-paced, goal-oriented environment.
• Proficient computer skills and ability to navigate multiple system applications and software programs.
• Evidence of being organized, analytical, and resilient.

Responsibilities

• Review and collect on assigned delinquent accounts in accordance with applicable rules, regulations, policies, and procedures.
• Contact delinquent members by telephone, mail, and electronic communications.
• Handle inbound calls from members and return voicemails in a timely manner.
• Review loan data to understand member needs, identify potential reasons for delinquency, assess collection ability, and negotiate payment plans to bring accounts current.
• Monitor accounts with promises to pay or payment plans, follow up to confirm arrangements are kept, and determine next collection steps if arrangements are broken.
• Maintain accurate, detailed written records of communications regarding member accounts, including delinquency, repossession, bankruptcy, and charge-off matters.
• Skip trace delinquent loan accounts to locate updated phone numbers, addresses, and other information.
• Submit required notices to members at appropriate times.
• Assist members with processing payments by phone and correcting or adjusting automatic payments; review accounts for deferment availability and process deferments.
• Adjust late fees and small balances according to policy and procedure, and forward adjustments to the Collections Manager for approval and completion.
• Provide excellent service in response to verbal and written inquiries about general loan questions.
• Research, analyze, and respond to questions about member payment history or FPI.
• Work as part of a team to meet department goals for delinquency and abandonment rates.

Benefits

• 20 days of paid time off and 10 paid holidays.
• 16 hours of paid Volunteer Time Off.
• 401(k) retirement plan with up to 6% employer match.
• Health, dental, and vision insurance with multiple plan options.
• Health Savings Account with employer contributions.
• Employer-paid life insurance and short-term and long-term disability coverage.
• Tuition reimbursement of $4,000–$7,000 per calendar year.
• Learning and Development program that includes an annual professional development stipend.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed