Digital Debt Collector

Arrowhead Credit UnionRancho 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

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What This Job Offers

Job Type

Full-time

Career Level

Entry Level

Industry

Credit Intermediation and Related Activities

Education Level

High school or GED

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