Delinquency Control Counselor

TEKsystems•Pensacola, FL

1d•$17 - $17•Hybrid

About The Position

Responsible for managing and collecting on delinquent Consumer Loan and Credit Card accounts that are 1 to 30 days past due. Ensures compliance with all applicable federal regulations and Credit Union policies while providing financial counseling, resolving account issues, and minimizing potential losses. The role requires strong customer service, problem-solving, and communication skills to help members identify solutions and maintain their financial well-being.

Requirements

Experience in a high-volume call center environment preferred.
Ability to manage both inbound and outbound calls using an auto-dialer system.
Experience handling early-stage collections (1 to 30 days delinquent).
Comfortable meeting performance metrics in a fast-paced environment with call volumes of 80 to 120+ calls per day.
Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
Ability to navigate multiple systems simultaneously and accurately document account activity.
Strong communicator with excellent interpersonal skills.
Demonstrates empathy while maintaining professionalism.
Resourceful and able to think critically to identify effective solutions.
Skilled at overcoming objections and negotiating payment arrangements.
Comfortable building rapport with members and assessing their financial needs.
Detail-oriented, adaptable, and goal-driven.

Nice To Haves

Bachelor's or Associate's degree preferred, especially with retail, sales, or customer-facing experience.
Candidates with experience in retail, hospitality, sales, banking, or customer service environments.

Responsibilities

Managing and collecting on delinquent Consumer Loan and Credit Card accounts (1-30 days past due).
Ensuring compliance with federal regulations and Credit Union policies.
Providing financial counseling to members.
Resolving account issues.
Minimizing potential losses.
Handling inbound and outbound calls using an auto-dialer system.
Accurately documenting account activity.
Meeting performance metrics in a fast-paced environment with high call volumes.