Collections Representative

TEKsystems•Hillsboro, OR

3d•$20 - $24•Hybrid

About The Position

The Collections Representative supports members experiencing financial difficulties by helping them establish realistic repayment solutions while maintaining a high standard of member service. The role manages assigned collection queues across multiple financial products, follows established regulations and procedures, and collaborates with internal teams on loan workouts and process improvements. The position is based in Hillsboro, Oregon. It is on-site for the first 90 days, including approximately 30 days of structured training, and then transitions to a hybrid schedule with three office days per week. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The office-based environment uses standard computer systems and productivity software, with an emphasis on confidentiality, accuracy, and compliance with financial regulations.

Requirements

High school diploma or equivalent.
At least one year of experience in collections, sales, or customer service; financial services experience is preferred.
Effective time management and the ability to work independently and collaboratively.
Strong listening skills and the ability to ask probing questions to understand member needs and address objections.
Problem-solving and decision-making skills, with strong attention to detail.
Strong verbal and written communication skills.
Ability to handle sensitive documents and confidential information professionally and securely.
Working knowledge of Microsoft Office Suite, including Word, Excel, and Outlook.
Ability to interpret and follow established policies, procedures, and regulatory guidelines in a collections environment.
Strong interpersonal skills, including building rapport, de-escalating difficult conversations, and maintaining a member-focused approach.

Nice To Haves

Experience in a financial institution or credit/collections environment.

Responsibilities

Assist members experiencing financial difficulty by identifying mutually agreeable payment arrangements and maintaining member relationships and service quality.
Work assigned collection queues and make collection attempts by telephone and email on auto loans, credit cards, mortgages, and other lending products, following procedures and applicable regulations.
Review and submit accounts for loan workout arrangements, including extensions, modifications, forbearance, and partial payment plans, ensuring proper documentation and compliance.
Identify accounts requiring adverse action, including repossession, foreclosure, account closure, suspension, or charge-off, and escalate or process actions under established guidelines.
Identify gaps in collection processes and procedures and recommend improvements to efficiency, compliance, and member experience.
Participate in department projects and initiatives, contributing insights from frontline collections experience.
Manage time across multiple accounts, follow-ups, and documentation within established timelines.
Handle sensitive documents and member information professionally and securely, following confidentiality and privacy requirements.
Communicate clearly and professionally with members and internal stakeholders verbally and in writing to resolve issues and provide accurate information.
Apply a basic understanding of APR, amortization schedules, and simple interest when discussing repayment options and explaining terms to members.

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan, with pre-tax and Roth post-tax contributions available
Life insurance, including voluntary life and AD&D for the employee and dependents
Short- and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time off/leave, including PTO, vacation, or sick leave
Critical illness, accident, and hospital coverage