Call Center Representative: Collector

Randolph-Brooks Federal Credit Union•San Antonio, TX

9d•Hybrid

About The Position

The Collector will have the ability to work a hybrid schedule (remote/onsite) after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU. Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided). Must be able to provide a workspace at home that is safe, suitable for work, and within a distraction-free environment. Bilingual in Spanish and English? Candidates can earn an additional $2.00 differential upon the successful completion of the RBFCU Bilingual Spanish/English certification. Collectors are responsible for contacting members that have become delinquent on their loan(s) in an effort to collect on past due payments or implementing a payment plan designed around member's needs.

Requirements

High School Diploma or G.E.D.
Less than one year of collections, call-center, financial services, or customer service experience
Ability to maintain and exceed collector performance metric goals
Strong attention to detail
Excellent written and verbal communication
Excellent time management; ability to prioritize and manage multiple responsibilities
Commitment to excellent customer/member service

Nice To Haves

Collections or financial service experience
Knowledge of various loan products (Auto/Mortgage/Unsecured)

Responsibilities

Independently collect on past due loans by contacting customers via phone and email.
Negotiate suitable payment plans.
Maintain a high volume of inbound and outbound phone calls.
Identify and recommend loans for charge off.
Manage account restrictions and review delinquency status for possible loan assistance.
Initiate repossession proceedings when applicable and generate written communication with high proficiency and accuracy.
Provide enthusiastic, professional, quality, prompt and courteous service to members and others as appropriate.
Maintain current working knowledge of RBFCU policies and procedures and regulatory laws.
Strive to meet or exceed department standards and maintain good attendance, promptness, accuracy, and time management.
All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice).