Collections Associate

Collections Associate

Requirements

• 1 to 3 years of first or third-party collection experience. Experience in a financial environment is desired; consumer delinquency and collections, credit underwriting, or customer service experience preferred
• Strong ability to negotiate repayment plans for early-stage accounts with varying levels of delinquency
• 1 to 3 years of customer service experience with an aptitude in de escalating difficult situations
• College degree desired. High school diploma or GED required
• Exceptional organizational skills and attention to detail
• Strong work ethic and pride in work product
• Demonstrates a strong customer orientation.
• Ability to successfully adapt and adjust to changes in business, regulatory, and economic environments.
• Firm understanding of personal finance and credit industry best practices
• Intermediate Excel skills and general computer literacy
• Aptitude for working independently while maintaining a team-first mentality
• Ability to work under tight deadlines and exhibit grace under pressure
• Desire to improve borrowers’ financial situation but ability to make tough decisions
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office, Google, and the ability to learn proprietary systems

Responsibilities

• Work with customers to satisfy any deficient balances
• Review, monitor, and engage with a high volume of customers per day
• Review delinquent accounts daily, and maintain losses at or below established guidelines for assigned job duties
• Accurately documents all account activities and pertinent information including but not limited to verifications and demographic changes
• Complete high-risk processes with accuracy (i.e. Bankruptcy, Cease/Desist, Attorney Representation, etc.)
• Meet individual and departmental objectives set by department management
• Efficiently assess and recommend action to borrowers concerning all other loan issues
• Make recommendations to management for loans needing additional attention
• Strives to continuously improve the quality and productivity of work
• Be an important part of a lean but growing team with touchpoints across the organization
• Some evening and weekend hours will be required.

Preferred Qualifications

• Sales experience is a plus
• Skilled in developing both external and internal content such as customer communications and the development of procedures and work documents.
• Skilled in root cause analysis and problem resolution with both quantitative and qualitative data.