Collector I

Desert Financial Credit Union • Phoenix, AZ

4d

About The Position

The Collector I is responsible for managing delinquent accounts by negotiating
effective repayment solutions that benefit both the member and the credit union.
The Collector I focuses on recovering past-due balances while providing
financial guidance to members, helping them bring their accounts to a current
status. The Collector I works collaboratively with fellow collectors thriving in
a fast-packed, goal-driven environment to complete claims, follow up on
collection activities, and support department and organizational objectives.

Requirements

• High School Diploma or GED required.
• 1+ years of Customer Service 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.
• Early-Stage Collections Techniques – Managing early-stage past-due accounts with clear communication required.
• Basic Negotiation Skills – Ability to discuss payment options and resolve minor disputes required.
• Conflict Resolution – Handling customer objections and resolving payment concerns required.
• KPI Awareness – Understanding personal performance metrics (call volume, payment arrangements, etc.) required.
• Basic Financial Hardship Evaluation – Recognizing cases requiring alternative solutions required.
• Documentation & Recordkeeping – Accurately logging interactions in company systems required.
• Microsoft Office Suite required.

Nice To Haves

• 1+ years of Collections and/or Call Center experience preferred.

Responsibilities

• Manage inbound and outbound telephone calls regarding account inquiries and payment collection.
• Respond to inquiries in a timely and effective manner, negotiating payments and evaluating the customer's financial situation to provide solutions based on individual needs.
• Confirm all member information is accurate and complete.
• Through member engagement, identify the root cause of financial hardship in order to identify and offer appropriate workout solutions.
• Identify any issue that may have caused late payment and collaborate with other department and/or branch personnel to resolve the issue(s).
• Collaborate, communicate and respond to internal stakeholders, external clients/vendors and members to ensure an exception member experience.
• Highlight the importance of maintaining account(s) in good standing and provide guidance and resolutions regarding alternate payment programs in order to assist customers/members.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees