Collections Frontline Associate, Personal Loans

What you’ll do:

• 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 members 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 touch points across the organization


• Some evening and weekend hours will be required.

What you’ll need:

• 1+ 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+ 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


• 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 members financial situation but ability to make tough decisions


• Excellent written and verbal communication skills


• Proficiency in Microsoft Office, Google Suite, and the ability to learn proprietary systems 

Nice to have:

• 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