Consumer Loan Collector 1

Community Financial System, Inc.•Canton, NY

About The Position

The Consumer Loan Collector 1 collects delinquent loan accounts under general supervision and in accordance with standard policies and procedures. The role interacts with employees in Collections and other departments, as well as branch employees, to provide quality service, resolve problems, and achieve goals. The collector prioritizes delinquent accounts, determines appropriate contact methods, communicates account status and possible solutions, and works with customers to resolve delinquencies. The position also handles account correspondence, payment arrangements and phone payments, payment-history research and corrections, customer disputes and account-information changes, contact-information research, branch coordination, incoming calls, and installment-loan late-charge waivers. The employee must comply with applicable laws, regulations, policies, procedures, internal controls, and training requirements. The role may also assist the Collections Department and the Bank in achieving annual goals. This is a 40-hour-per-week position. The stated hourly compensation range is $18.25 to $24.71, commensurate with experience, with the possibility of an annual merit increase. Benefits include paid holidays and vacation, medical, vision and dental insurance, a 401(k) with employer match, a pension, tuition reimbursement, and banking discounts.

Requirements

High school diploma or equivalent.
Must be at least 18 years old.
Strong attention to detail and ability to multitask and work under pressure in a time-sensitive environment.
Strong typing and computer skills, specifically with Microsoft Word and Excel.
Excellent customer service and communication skills.
Moderate writing skills.

Nice To Haves

Two years of collection, banking, or related business experience is preferred.

Responsibilities

Maintain knowledge of and comply with applicable laws, regulations, policies, procedures, and internal controls, and complete required training in a timely manner.
Prioritize delinquent accounts and determine the most efficient contact method.
Discuss account status, payment history, causes of delinquency, and possible solutions with customers to resolve delinquency.
Identify and send appropriate written correspondence; generate and verify form letters, mail them, and note customer accounts.
Secure payments or establish payment arrangements, investigate and follow up on promised payments, and process phone payments using available technology.
Review payment histories to confirm payments are correctly posted and generate PC forms to correct errors as needed.
Assist customers with credit disputes and changes to account information.
Research valid customer phone numbers and addresses during the delinquency cycle when appropriate.
Coordinate with branches to research and resolve customer accounts.
Handle incoming calls from the call queue and assist customers as appropriate.
Review and waive installment-loan late charges as needed.
Provide assistance as necessary to help the Collections Department and Bank achieve annual goals.