Bilingual Collector II

Description

• Provide assistance and support to members in financial difficulty by identifying mutually agreeable payment arrangements, maintaining excellent member service and strong relationships
• Handle escalated member issues as required
• Work assigned collection queues and make collection attempts by telephone and email (on financial products like auto loans, credit cards, mortgages, etc.), following established procedures and regulations
• Review and submit accounts for loan workout arrangements (such as extensions, modification, forbearance and partial payments)
• Identify accounts for adverse action (such as repossession, foreclosure, closure, suspension and charge off) and handle with guidance from internal business partners
• Proactively identify gaps in processes and procedures and make recommendations for improvements
• Conduct skip tracing, as necessary, to obtain contact information in order to contact delinquent/defaulted members
• Participate in department projects and initiatives as required
• Assist in orientation and training of new Collectors
• Participate in system upgrades including quality control and testing

• Minimum Education: High School Diploma or equivalent
• Minimum 2 years’ experience in a collections position, preferably in the financial services industry
• Fluency in both Spanish and English, with excellent verbal and written communication skills in both languages
• Basic knowledge of financial service industry regulations including TCPA, FDCPA, FCRA and FACT ACT is preferred
• Basic understanding of loan calculations including APR, amortization schedules and simple interest calculations
• Effective time management skills and the ability to work independently or in a collaborative team environment
• Strong listening skills with ability to ask probing questions to determine member needs and overcome objections
• Strong problem solving and decision making skills with a strong attention to detail
• Strong communication and influencing skills; able to write/speak clearly
• Ability to professionally handle sensitive documents
• Familiarity with a core banking system is preferred
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)