[Hiring] Collections Associate @Connexus Credit Union

Role Description

Our Collections Associates is responsible for managing early stage delinquent loan accounts while providing professional, empathetic service to members throughout the process. This role evaluates member circumstances and payment history, communicates with members through phone and written channels, negotiates payment arrangements, and follows up on commitments to help bring accounts current. If you have a hunger to learn, a desire to help others, and thrive in change, join our team for the opportunity to be your personal and professional best.

Responsibilities:

• Review and collect on assigned delinquent accounts in accordance with applicable rules, regulations, policies, and procedures.
• Contact delinquent members by telephone, mail, and electronic communications.
• Handle inbound calls from members, including returning voicemails, in a timely manner.
• Analyze member needs by reviewing individual loan data to gather background information, determine potential reason for delinquency and collection ability. Negotiate payment plans as necessary to bring the account to current status.
• Monitor and follow up on accounts with promises to pay and payment plans ensuring the arrangements have been kept and determine next steps for collection activity if broken.
• Maintain an accurate and detailed written record of any and all communications made regarding member accounts, to include but not limited to; delinquency, repossession, bankruptcy, charge-off, etc.
• Skip trace delinquent loan accounts for new phone numbers, addresses, etc.
• Submit all required notices to members at appropriate times.
• Assist members in processing payments over the phone, correcting and adjusting automatic payments. Review accounts to determine availability of deferment time and process deferment.
• Adjust late fees and small balances in accordance with policy and procedure. Forward adjustments to Collections Manager for approval and completion.
• Provide excellent service to members through verbal and written inquiries regarding general loan questions.
• Research, analyze and respond to member payment history or FPI questions.
• Work as a team to meet specific department goals for delinquency and abandonment rate.

Qualifications

• This position is Remote.
• 1+ years of related experience is Required.
• Experience in addressing difficult customer service situations and providing resolutions in a professional and tactful manner is Required.
• Excellent verbal, written, listening, and interpersonal communication skills, along with the ability to remain assertive and confident when dealing with difficult situations.
• Ability to multi-task and work in a fast-paced, goal-oriented environment.
• Proficient computer skills with the ability to navigate among several system applications and software programs.
• Evidence of ability to be organized, analytical, and resilient.

Benefits

• 20 days of paid time off and 10 paid holidays
• 16 hours of paid Volunteer Time Off
• 401K Retirement with up to 6% employer match
• Excellent Health, Dental, Vision insurance, including multiple plan options
• Health Savings Account with generous employer contributions
• Employer paid Life insurance, Short-Term and Long-Term Disability
• Tuition Reimbursement from $4,000 - $7,000 per calendar year
• Robust Learning and Development program that includes an annual professional development stipend