What are the responsibilities and job description for the Digital Debt Collector position at Arrowhead Credit Union?
Are you a creative solution seeker? Do you have experience with helping people through financial challenges in a warm, caring, friendly manner? We want to speak with you - we are looking for Service Superstars to join our Team!
Essential Functions and Responsibilities
- Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
- Actively participates in meeting the goals of the department and the Credit Union.
- Work cooperatively with others as part of a formal or informal team to accomplish department and Credit Union goals.
- Provides excellent service by using a positive and professional tone to assist callers and team members accurately, thoroughly, and as efficiently as possible while maintaining consistent and friendly service.
- Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously.
Service
- Responds to inquiries to help support our members and internal team members resolve issues relating to collections.
- Effectively communicates with members and team members through multiple communication channels, including email, secured messaging, chat, and text messaging.
- Proactively communicates with members and exhibits strong negotiation skills to secure payment arrangements to collect on delinquent loans or negative shares.
- Documents contact and communication with members in the Credit Union's core operating systems.
- Negotiates payment arrangements or recommends solutions that will assist members in bringing their past-due balances current and resolve issues related to delinquency.
- Follows up and monitors delinquent loans and negative shares for broken promises to pay.
- Manages complex queues from early to ongoing delinquency, legal assignment, repossession, bankruptcies, and collateral in active recovery accounts.
- Contact customers via digital platforms (email, chat, SMS, automated messaging tools).
- Review and assess member accounts to determine the best course of action for resolution.
- Negotiate and establish payment plans that align with company policies and member financial situations.
- Update account information and track communications in collection software or CRM systems.
- Monitor and analyze the performance of digital communication channels.
- Ensure all digital collection practices comply with relevant laws (e.g., FDCPA, TCPA) and internal policies.
- Collaborate with Collections leadership to development and implement digital collections strategies.
- Identify trends and escalate recurring issues to supervisors.
- Collaborate with internal departments to resolve disputes and ensure accurate billing.
- Meet or exceed established collection goals and Key Performance Indicators (e.g., recovery rate, contact rate, service satisfaction).
Benefits Include: (not a complete list)
Wellbeing
- Weekly pay
- 401K Retirement Savings Plan with company match
- Paid time off accrual begins upon hire, 15 paid vacation days, 11 paid holidays
- Paid sick leave
- Company-provided life insurance at twice your annual salary
- Financial Education Programs
- DoorDash DashPass
Health
- Medical, Dental, and Vision Insurance for part-time and full-time employees
- Modern Health
- Care.com subscription
- Teladoc
Career Development
- Career development opportunities
- Team members are eligible to apply for assistance with educational expenses through ArrowHeart's scholarship program
To learn more about Arrowhead Credit Union and our service culture, visit our Career page, and our ArrowHeart Foundation.
The pay range for this position is listed below.
Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands, and internal equity.
Pay range:
Minimum: $24.44/hour | Midpoint: $30.55/hour | Maximum: $36.66/hour
Salary : $24 - $37
