Collections Representative

Job Description

Collections Specialist

Job Summary

Communicates and interacts with members to resolve delinquent and negative accounts promptly, minimizing loss from non-performing assets while maintaining member relationships.

Responsibilities

• Handle a high volume of inbound and outbound calls to negotiate repayment for past-due and negative accounts.

• Identify, investigate, and resolve delinquent and negative account activity.

• Accurately and efficiently update member and account information.

• Demonstrate understanding of member needs and concerns, responding with care, concern, and appropriate urgency.

• Educate members on options to resolve delinquency and support member retention and loyalty.

• Collaborate with team members to gather information needed to resolve delinquent accounts.

• De-escalate tense situations using sound judgment, critical thinking, and empathy.

• Learn and retain working knowledge of financial assistance programs and services.

• Prepare and process documentation required to resolve delinquent accounts.

• Review and research records and transactions to resolve misapplied payments and ensure accurate crediting.

• Evaluate payments on delinquent accounts and determine appropriate application to principal, interest, escrow, and fees, including when payments must be returned.

• Maintain general knowledge of repossession processes, insurance claims, deficiency balances, and collateral remarketing.

• Maintain general knowledge of loss mitigation options and their potential benefits to members.

• Obtain and use members financial information to assist in resolving delinquencies.

• Use skip tracing techniques to locate members or collateral.

• Maintain a thorough understanding of applicable state and federal laws and regulations, including bank secrecy and anti money laundering requirements.

• Comply with internal policies, Fair Debt Collection Practices, and all applicable collection-related regulations.

• Use effective oral and written communication to interact with members and provide constructive follow-up on delinquent accounts.

• Operate online computer systems and standard office equipment, including calculators, computers, fax machines, and telephones.

• Manage a high volume of telephone communication throughout the workday.

Requirements

• High school diploma or equivalent.

• Six months to one year of experience performing general collection duties in a collections environment.

• Strong oral and written communication skills.

• Ability to use standard office and electronic banking equipment, including fax machines, 10-key, and relevant terminals.

• Knowledge of collection rules, regulations, and policies.

• Ability to sit for prolonged periods with occasional mobility.

• Vision and hearing within normal ranges (reasonable accommodations provided as needed).

• Ability to move within the department to interact with staff and complete tasks.

Summary Qualification

• High school education with foundational knowledge of financial and collection practices.

• Practical experience handling delinquent accounts and collection calls.

• Familiarity with regulatory requirements related to collections and compliance.

• Proven ability to manage high call volumes and documentation accurately.

• Capability to maintain professionalism in difficult or escalated member interactions.

Skill

• Negotiation and conflict resolution in delinquency and collection scenarios.

• Effective verbal and written communication with diverse member populations.

• Critical thinking and judgment in evaluating payment options and account status.

• Attention to detail in account research, documentation, and data entry.

• Proficiency with computers, financial calculators, and standard office equipment.

• Ability to learn and apply financial assistance and loss mitigation programs.

• Skill in skip tracing and investigative techniques to locate members or collateral.

• Strong organizational skills to manage multiple accounts and priorities.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.