100% On-Site in San Antonio, TX
Minimum Education:
- High School Diploma or General Equivalency Diploma required.
Requirements:
- 1 year of combined customer contact, sales, or collections experience in the financial services industry.
- Strong verbal and written communication skills.
- Preferred experience: 1 year servicing bank accounts in bankruptcy, charge-off status, and/or part of an estate of a deceased customer.
Responsibilities:
- Within defined guidelines and framework, responsible for understanding members needs and delivering personalized solutions and education that will improve their overall financial security. In addition, this role protects the financial interests of client by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards.
- Identify and manages existing and emerging risks that stem from business activities and the job role.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
- Follow written risk and compliance policies, standards, and procedures for business activities.
- Use established procedures to carry out and resolve non-complex delinquency work assignments and conducts member research as necessary.
- Make outbound phone calls to delinquent members across all client product lines through automated and manual outbound dialing in an attempt to collect payment and/or arrange for payments, utilizing effective telephone collection techniques and principles while meeting call service levels.
- Under close supervision, perform individual member needs assessment to quickly determine the member's reason for delinquency and provide customized solutions and advice to improve their financial security.
- With close supervision, negotiate mutually satisfactory payment arrangements within defined guidelines.
- Follow all applicable local, state, and national laws and regulations surrounding the collection industry and within client standards.
- Under close supervision, complete required account verification and account maintenance. Document all pertinent customer contact information and updates collection attempts/call results into the appropriate database.
- Collaborate with team members to resolve issues and identify appropriate issues for escalation.