Collections Representative II (Bilingual)

State of Colorado•Denver, CO

6d•Hybrid

About The Position

The Collections Representative II works in the Benefit Payment Control unit of the Colorado Department of Labor and Employment, recovering Unemployment Insurance overpayment debt. The unit supports the integrity of the UI program by collecting overpaid funds in accordance with the Colorado Employment Security Act and applicable policies and procedures. The position manages debt collection activities, including phone calls and correspondence, collection notices, account documentation, ability-to-pay assessments, payment agreements, credit card payments, bankruptcy paperwork, debtor requests, skip tracing, account reconciliation, and recommendations for collection referrals or litigation. When applicable, the representative performs the same duties in Spanish. The role may involve viewing and handling Federal Tax Information; a nationwide criminal background check and fingerprinting are required to meet IRS requirements. This position is open only to Colorado residents and offers hybrid workplace options, with reporting to the listed address as directed by the supervisor and business needs.

Requirements

At least three years of relevant experience in an occupation related to the assigned work, or a combination of related education and relevant experience totaling three years.
Fluent proficiency in reading, writing, and speaking English and Spanish.
Customer service skills and phone etiquette.
General computer knowledge.
Knowledge of Google Sheets and/or Microsoft Excel.
Colorado residency at the time of application.
Must pass a thorough background check and fingerprinting before employment.
Must be able to speak, write, and read Spanish proficiently.

Nice To Haves

Collections experience, preferably with a credit card company, bank, or collection agency.
Working knowledge of credit card collection systems, policies, and procedures.
Call center experience.
Negotiation skills.
Experience performing similar duties as a State of Colorado classified employee.

Responsibilities

Recover Unemployment Insurance overpayment debt in accordance with applicable laws, policies, and procedures.
Make and respond to phone calls, including answering calls in the collection queue.
Respond to correspondence and manage collection notices.
Document and notate collection accounts.
Determine debtors’ ability to pay and establish payment agreements.
Process credit card payments.
Prepare paperwork related to bankruptcies.
Follow up on debtor requests.
Perform skip tracing and account reconciliation.
Recommend referrals for collection and/or litigation.
When applicable, perform collection duties in Spanish.
Handle Federal Tax Information when applicable.

Benefits

PERA Defined Benefit Plan or PERA Defined Contribution Plan, plus 401(k) and 457 plans
Medical and dental health plans
Employer-supplemented Health Savings Account
Paid life insurance
Short- and long-term disability coverage
11 paid holidays per year, plus vacation and sick leave
BenefitHub state employee discount program
MotivateMe employee wellness program
Flexible schedules and training
RTD EcoPass Commuter Program
Some positions may qualify for the Public Service Loan Forgiveness Program.