Senior Collections Representative

The Senior Collections Representative works with customers/members in the late stages of delinquency using compliant, effective and proactive techniques to reduce delinquency on assigned accounts according to company policies, procedures and applicable legal and regulatory laws and guidelines. The Senior Collections Representative is responsible for negotiating payment arrangements to bring accounts current, assigning vehicles for repossession or legal action and performing pre-foreclosure activities to mitigate loss to the client institution. This role requires strong communication skills, attention to detail and timelines and a proactive approach to resolving delinquent balances.

Essential Functions

• Responsible for collection activities on accounts greater than 45 days past due including outreach to customers/members and ensuring that all required Right to Cure, Demand and Redemption/Sale notifications are ordered in accordance with all federal, state and CFPB regulations and required timelines.
• Communicate with customers/members to resolve advanced stages of delinquencies using excellent listening, communication and strong negotiation skills.
• Negotiate payment arrangements with customers/members in an attempt to avoid further action and mitigate loss to the client institution.
• Employ advanced skip tracing searches utilizing software applications to locate contact and location of collateral information.
• Gather and track collateral value, condition and expense reports as they apply to repossession/remarketing and pre-foreclosure activities.
• Assign vehicles for repossession, monitor and manage vendor progress and facilitate the remarketing process for the sale of vehicles.
• Maintain and note all critical information and documentation within the collections system.
• Process payments per customer/member request via client specific software.
• Ensure compliance with all federal, state and CFPB laws and regulations including but not limited to FDCPA and TCPA.
• Other duties as assigned.
  
  

Qualifications

• Minimum of 2 to 5 years of recent and progressive experience in collections required.
• Experience in consumer and residential collection in a financial institution preferred.
• Excellent customer service, communication, interpersonal and negotiation skills necessary.
• Capable of multi-tasking and working in a fast paced, deadline driven environment.
• Excellent organizational, problem-solving and analytical skills required.
• The ability to handle a high volume of tasks while maintaining attention to detail and prioritization is a must.
• Problem solving skills required.
• Proficiency with computers, collections software, Microsoft Office Word and Excel.
• Ability to handle and diffuse escalated calls.
• Bilingual in English, Spanish and/or Portuguese preferred.