Digital Debt Collector

Arrowhead Credit Union • Rancho Cucamonga, CA

259d • $24 - $36

About The Position

Are you a creative solution seeker? Do you have experience with helping people through financial challenges in a warm, caring, friendly manner? We want to speak with you - we are looking for Service Superstars to join our Team!

Requirements

• High School diploma or better.
• Must have at least three (3) years knowledge of AI-powered collections tools or automated messaging systems, financial products, including accounts and loans.
• Must have three (3) to five (5) years of experience in collections and/or customer service in the financial services field.

Responsibilities

• Personally provides exceptional member service; uses Service Standards in every work-related interaction.
• Actively participates in meeting the goals of the department and the Credit Union.
• Work cooperatively with others as part of a formal or informal team to accomplish department and Credit Union goals.
• Provides excellent service by using a positive and professional tone to assist callers and team members accurately, thoroughly, and as efficiently as possible while maintaining consistent and friendly service.
• Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously.
• Responds to inquiries to help support our members and internal team members resolve issues relating to collections.
• Effectively communicates with members and team members through multiple communication channels, including email, secured messaging, chat, and text messaging.
• Proactively communicates with members and exhibits strong negotiation skills to secure payment arrangements to collect on delinquent loans or negative accounts.
• Documents contact and communication with members in the Credit Union's core operating systems.
• Negotiates payment arrangements or recommends solutions that will assist members in bringing their past-due balances current and resolve issues related to delinquency.
• Follows up and monitors delinquent loans and negative accounts for broken promises to pay.
• Manages complex queues from early to ongoing delinquency, legal assignment, repossession, bankruptcies, and collateral in active recovery accounts.
• Reviews and assesses member accounts to determine the best course of action for resolution.
• Negotiates and establishes payment plans that align with company policies and member financial situations.
• Updates account information and tracks communications in collection software or CRM systems.
• Monitors and analyzes the performance of digital communication channels.
• Ensures all digital collection practices comply with relevant laws (e.g., FDCPA, TCPA) and internal policies.
• Collaborates with Collections leadership to develop and implement digital collections strategies.
• Identifies trends and escalates recurring issues to supervisors.
• Collaborates with internal departments to resolve disputes and ensure accurate billing.
• Meets or exceeds established collection goals and Key Performance Indicators (e.g., recovery rate, contact rate, service satisfaction).

Benefits

• Weekly pay
• 401K Retirement Savings Plan with company match
• Paid time off accrual begins upon hire, 15 paid vacation days, 11 paid holidays
• Paid sick leave
• Company-provided life insurance at twice your annual salary
• Financial Education Programs
• DoorDash DashPass
• Medical, Dental, and Vision Insurance for part-time and full-time employees
• Modern Health Care subscription
• Teladoc
• Career development opportunities
• Team members are eligible for assistance with educational expenses through ArrowHeart's scholarship program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED