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Arrowhead Credit Union · 19 hours ago

Collections Representative (Collector 1 - Experienced)

Rancho Cucamonga, California, United States

Full-time

Onsite

New Grad, Entry Level

$24.44/hr - $36.66/hr

Arrowhead Credit Union is seeking a Collections Representative to join their team. The Collector 1 role is focused on providing exceptional member service and resolving financial challenges for members through effective communication and negotiation.

Financial Services

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

Provides excellent service by using a positive and professional tone to assists callers and team members accurately, thoroughly and as efficiently as possible while maintaining consistent and friendly service. Ensures that a smile can be heard on each call

Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously, with the ability to give unexpected status in any of the areas of responsibility

Answers inbound calls 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 phone, email, secured messaging, chat, and text messaging

Proactively places outbound calls to members and exhibits strong negotiation skills to secure payment arrangements to collect on delinquent loans or negative shares

Documents contact and communication with members in the Credit Union's core operating systems, Akcelerant and/or Symitar

Negotiates payment arrangements or recommends solutions that will assist members in bringing their past-due balances current and resolves issues related to delinquency

Follows up and monitors delinquent loans and negative shares for broken promises to pay

Manages complex queues from early to ongoing delinquency, legal assignment, repossession, bankruptcies, and collateral in active recovery accounts

Negotiates settlement offers for all consumer shares and loans

Collaborates with the ACH/EFT Services Department to resolve unresolved electronic transactions (ACH exceptions)

Analyzes consumer credit reports and offers recommendations that encourage favorable financial outcomes

Provide backup as needed in posting transfers and checks

Processes loan extensions independently, within authorized limits, based on budgeting and the account's history

Assigns accounts for field chase, repossession, legal, and skip agents and updates Akcelerant and Symitar with results

Processes loan modifications independently within authorized limits

Recommend collateral repossessions on consumer loans and prepares required documentation for final approval

Analyze vehicle collateral fair market value

Provides Call Center overflow coverage

Conducts thorough share or membership review to determine reopening or reinstatement of services, including but not limited to savings, checking, courtesy pay, and digital services

Performs targeted skip tracing; searches free websites, loan applications, signature cards, etc., to locate delinquent members

Qualification

Customer serviceCollections experienceNegotiation skillsAnalytical skillsCommunication skillsEmpathyTeam collaborationTime management

Required

Experience with helping people through financial challenges in a warm, caring, friendly manner

Ability to demonstrate a high degree of empathy

Ability to offer resolutions for Members in challenging financial circumstances

Exceptional Member service skills

Ability to use Service Standards in every work-related interaction

Ability to actively participate in meeting the goals of the department and the Credit Union

Excellent communication skills through multiple channels including phone, email, secured messaging, chat, and text messaging

Strong negotiation skills to secure payment arrangements

Ability to document contact and communication with members in the Credit Union's core operating systems, Akcelerant and/or Symitar

Ability to follow up and monitor delinquent loans and negative shares

Ability to manage complex queues from early to ongoing delinquency, legal assignment, repossession, bankruptcies, and collateral in active recovery accounts

Ability to analyze consumer credit reports and offer recommendations

Ability to process loan extensions and modifications independently within authorized limits

Ability to recommend collateral repossessions on consumer loans and prepare required documentation for final approval

Ability to conduct thorough share or membership review

Ability to perform targeted skip tracing