What are the responsibilities and job description for the Bilingual Collections Specialist I position at Truliant Federal Credit Union?
Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.
Our Promise to Our Teammates : Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.
Purpose of the Job
The Bilingual Collections Specialist I is responsible for assisting members in resolving outstanding debts while ensuring exceptional member and mission driven service. This role is responsible for mitigating loss to the Credit Union by communicating with members with delinquent accounts and negotiating appropriate arrangements to cure the delinquency and return the member's account to good standing.
Essential Functions and Responsibilities
- Contacts and engages with members by phone, email, and SMS texting to notify of their delinquent status and initiate collecting on loans, credit cards, and overdraft deposit accounts.
- Assists members in understanding their financial obligations, obtaining payments, and establishing realistic repayment plans. Follows up when repayment plans are not met.
- Documents all communication, payment arrangements, and processes related to collections efforts in a timely and detailed manner within required databases.
- Makes decisions, using ethical collection techniques and financial analysis which mitigate Truliant's risk of loss while preserving member retention and promoting member loyalty.
- Utilizes multiple operating systems to maintain accounts throughout the collections process.
- Handles high volumes of in and outbound calls and servicing requests via email to consistently meet or exceed established Credit Union service standards, key performance metrics, and departmental service level agreements.
- Processes recommendations for repossession to the Repossession Specialists.
- Performs detailed research and compiles documentation for charge off disputes submitted by members and third-party collection vendors.
- Monitors member accounts and identifies signs of potential financial distress to identify opportunities to offer short term modification solutions or refer for workout loan consultation.
- Responds promptly to internal and external member inquiries and concerns with professionalism and empathy.
- Collaborates with other team members and departments to resolve complex member issues effectively, accurately, and in a timely manner.
- Engages in ongoing training and knowledge development of Truliant products, services, and collection techniques through training and self-directed learning.
- Provides feedback to management regarding process improvements and opportunities for efficiency gains.
- Follows credit union policies and guidelines to ensure compliance with debt collections laws and regulations.
Other Duties and Responsibilities
Knowledge, Skills, and Abilities
Physical Requirements
Education and Background
If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!
As a member of the Truliant family, you will enjoy the following full time benefits :
