DescriptionPOSITION SUMMARY
The CU*Answers Collections Services department provides collection call support to our book of credit union clients. As part of the CU*Answers Collections Services team, the Collection Specialist will make outbound calls and take inbound calls from delinquent borrowers to understand the cause of delinquency on their accounts. They will also work with the borrower to attempt to bring the accounts current with a goal to help keep them current in the future. On occasion, the Collections Specialist may also be tasked to provide support for newly converted credit union inbound member calls. Those calls will consist of basic membership needs such as balance inquiries, online banking login assistance, etc.
ESSENTIAL JOB FUNCTIONS
1. Contact delinquent borrowers via telephone to obtain reason for delinquency, attempt to collect payment, and try to develop a strategy to maintain the account in good standing.
2. Using collections software, document all interactions while attempting to collect the debt via phone.
3. Assist with conversion support contact center as needed.
4. Work with management team for continual improvement of workflow and delinquency statistics, and to ensure monthly collection call goals are met.
5. Other duties as assigned.
JOB QUALIFICATIONS
1. Prior debt collection experience is preferred.
2. Strong written, verbal and interpersonal communication skills.
3. Proficient negotiation, problem solving and analytical skills.
4. Ability to use discretion when dealing with sensitive or confidential data.
5. Versed in standard office software applications (MS Office).
6. Work well in a customer service-based team environment to meet department goals.
7. High school graduate or GED required.
CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.
CU*Answers maintains a strong policy of equal employment opportunities for all employees and applicants for employment. We strive to be consistent in hiring, training, promoting, and compensating employees on the basis of personal competence and potential for advancement without regard for race, color, religion, sex, national origin, age, sexual orientation, transgendered status, marital status, pregnancy, disability, citizenship, genetic information, veteran or military status, height, weight, as well as other classifications protected by applicable federal, state and local laws. Our equal employment opportunity philosophy applies to all aspects of employment with CU*Answers, including recruiting, hiring, training, assignment, transfer, promotion, job benefits, pay, demotion, dismissal, and educational assistance.
