Call Center Representative: Collector

Job Description and Requirements

Collectors will have the ability to work a hybrid schedule (remote/onsite) after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.

To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.

• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).

• Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment

Bilingual in Spanish and English? Candidates can earn an additional $2.00 differential upon the successful completion of the RBFCU Bilingual Spanish/English certification. 

Collectors will assist members with delinquent loan related questions through inbound and outbound calls in accordance with policies, procedures and any applicable regulatory laws with supervision. In addition to assistance, Collectors will look to provide financial relief support with payment plan alternatives if qualified and conduct all duties in a manner intended to enhance the image and growth of the Credit Union.

Essential Functions and Responsibilities:

• Collect on past due loans by contacting customers via phone and email.

• Manage account restrictions and review delinquency status for eligibility of loan assistance.

• Maintain a high volume of inbound and outbound phone calls.

• Identify and recommend loans for charge off.

• Process repossession proceedings when applicable and generate written communication with high proficiency and accuracy.

• Provide enthusiastic, professional, quality, prompt and courteous service to members and others as appropriate. 

• Maintain current working knowledge of RBFCU policies and procedures and regulatory laws. 

• Meet or exceed department standards and KPIs while maintain good attendance, promptness, accuracy, and time management.

• Be a resource for internal departments on questions and concerns regarding the Collections process. 

• Maintain an in-depth working knowledge of all various loan products (Auto/Mortgage/Unsecured), loan assistance programs, procedures and RBFCU Member Handbook.

• All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice).

Requirements:

• High School Diploma or G.E.D.

• Less than one year of collections, call-center, financial services, or customer service experience

• Must have good organizational, communication, and interpersonal skills

• Ability to multi task and manage time effectively with a close attention to detail

• Ability to accept ownership and adapt to needs of department

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form

• Ability to deal with problems involving several concrete variables in standardized situations

• Must be able to work a flexible Monday-Saturday schedule

Preferred:

• Prior collections or financial service experience

• Knowledge of all Microsoft suite products and collection programs are a plus 

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.