Collections Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Review and collect on designated delinquent accounts in accordance with relevant rules, regulations, policies, and procedures.

• Reach out to delinquent members via telephone, mail, and electronic communications.

• Manage inbound calls from members, including promptly returning voicemails.

• Assess member needs by analyzing individual loan data to gather background information, identify potential reasons for delinquency, and evaluate collection capacity.

• Negotiate payment plans as necessary to restore accounts to current status.

• Monitor and follow up on accounts with promises to pay and established payment plans.

• Maintain accurate and comprehensive written records of communications regarding member accounts, including delinquency, repossession, bankruptcy, and charge-off.

• Conduct skip tracing on delinquent loan accounts to obtain new phone numbers, addresses, and other pertinent information.

• Issue required notices to members at appropriate intervals.

• Assist members with processing payments over the phone, correcting and adjusting automatic payments, and managing deferments.

• Adjust late fees and small balances in line with policy and procedure; forward adjustments to the Collections Manager for approval and completion.

• Deliver exceptional service regarding general loan inquiries.

• Investigate, analyze, and respond to member payment history or FPI-related questions.

• Collaborate as a team to achieve department targets for delinquency and abandonment rates.

⛳️ Requirements

• A minimum of 1 year of relevant experience is required.

• Experience in managing challenging customer service situations and providing solutions in a professional and tactful manner is required.

• Outstanding verbal, written, listening, and interpersonal communication skills.

• Capability to remain assertive and confident when navigating difficult situations.

• Ability to multitask and thrive in a fast-paced, goal-oriented environment.

• Proficient computer skills with the ability to navigate various system applications and software programs.

• Demonstrated 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 plan with up to 6% employer match.

• Comprehensive Health, Dental, and Vision insurance with multiple plan options.

• Health Savings Account with generous employer contributions.

• Employer-paid Life insurance, Short-Term, and Long-Term Disability.

• Tuition Reimbursement of $4,000 - $7,000 per calendar year.

• Extensive Learning and Development program, including an annual professional development stipend.