Collector I impact the financial health of our organization by managing and collecting past due accounts. This role involves learning the collections process, working through a structured queue of accounts adhering to laws and regulations. The incumbent assists members in making payment arrangements, evaluating their financial conditions, and recommending appropriate loan workout and payment relief solutions. Collector I is responsible for each member’s experience ensuring a well-hosted, empathetic, and respectful collection process.
Primary Responsibilities and Duties:
· Contact members with past due accounts via phone, email, and other communication channels to secure payment and resolve delinquencies.
· Evaluate members' financial conditions to recommend effective loan workout and payment relief solutions.
· Maintain detailed and accurate records of all collection activities and member interactions.
· Provide a courteous and empathetic experience for members during all collection activities.
· Monitor and manage workload in a structured queue-based call center environment.
· Analyze credit reports to assist in the evaluation of members' creditworthiness.
· Collaborate with other departments to resolve member issues and improve the collections process.
· Stay informed about the credit union's products, services, policies, and procedures.
· Assume additional responsibilities as required for the growth and advancement of Everwise.
Knowledge/Skills:
· Strong communication skills, both verbal and written.
· Ability to effectively manage time and prioritize tasks in a high-volume, queue-based environment.
· Basic knowledge of credit evaluation and the ability to analyze credit reports.
· Strong problem-solving skills and the ability to think critically.
· Proficiency with computer systems and Microsoft Office suite (e.g., Word, Excel, Outlook).
· High level of empathy and respect in interactions with members.
· Ability to work independently and as part of a team.