What are the responsibilities and job description for the Collections Specialist position at CU*Answers?
Description
POSITION 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. Perform additional duties as assigned to support organizational goals and evolving business needs.
JOB qualifications
1. High School graduate, GED, or equivalent work experience. Equivalent work experience equal to 1-2 years of prior office experience with a focus in administration or customer service. Will consider a High School who is actively pursuing their degree.
2. Prior debt collection experience is preferred.
3. Proficient negotiation, problem solving and analytical skills.
4. Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).
5. Proven experience working effectively in a customer service role, with a focus on professionalism and client satisfaction.
6. Excellent verbal and written communication skills.
7. Ability to deal with external clients as well as internal staff.
8. Excellent attention to detail and accuracy.
9. Ability to use discretion when dealing with sensitive or confidential data.
10. Ability to work effectively with other CU*Answers teams.
11. Ability to operate telephone, photocopier, fax machines and PC workstation.
12. Regular and predictable attendance.
13. Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.
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.
