Collections Representative I (Lawrence, MA)

Join Our Team as a Collections Representative I
Location: Lawrence, MA | Full-Time

Are you skilled at problem-solving and passionate about helping members find solutions to financial challenges? BrightBridge is looking for a bi-lingual Collections Representative I to join our team. In this role, you’ll work with members to resolve delinquent accounts while ensuring compliance with state and federal regulations. Your efforts will help protect the Credit Union’s financial health while maintaining positive member relationships.

Why You’ll Love Working Here

• A collaborative team culture where your contributions matter
• Ongoing training and career development opportunities
• Competitive pay, benefits, and the chance to grow with a supportive organization
• The satisfaction of making a real difference in your community every day

What You'll Be Doing (Your Responsibilities)

1. Reviews and documents status of accounts and initiates telephone contact on delinquent loans. Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected.
2. Prepares correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email.
3. Answers incoming member or member-related contacts (phone calls, emails, etc.), work Collection queues and make outbound member calls. Utilize Collections system to document accurately.
4. Conducts skip tracing as necessary to obtain contact information to contact delinquent/defaulted members. Establishes and monitors payment plans whenever possible.
5. Makes effective use of collection tools and delinquent loans activity reports. Determines reasons for delinquencies and works towards permanent solutions and minimizes losses by early actions.
6. Maintains strict adherence and compliance to all laws, rules, regulations, policies, procedures, and internal controls specific to the job functions.
7. Exercises appropriate telephone etiquette, reviews accounts for possible rewrite or temporary modification. Revokes ATM/Debit cards and places and removes holds on accounts.
8. Follows detailed and standardized procedures in performing routine collection operations and performs a variety of support duties related to the collection function.
9. Works with all departments to ensure collection problems are resolved in a timely manner. Participates in department projects.
10. Researches and addresses credit reporting disputes either direct from members or through e-Oscar and maintains dispute logs as needed.
11. Recommends accounts for charge off and legal action. Sends accounts to outside collection agencies and/or attorneys as directed by supervisor.
12. 13. Performs additional duties as requested.

What We’re Looking For (Your Qualifications)

1. High school education or equivalent is required.
2. Previous experience in a call center and/or financial institution preferred. Excellent telephone and communication skills required.
3. Minimum of two to three years of recent and progressive experience in consumer or mortgage collections in a financial institution preferred.
4. Experience successfully utilizing various computer programs including MS Office.
5. Demonstrated written/verbal communications skill essential, with the ability to handle difficult situations with sensitivity and objectivity.
6. Bilingual preferred