Senior Collection Representative - Military Veterans

How will your role impact First Command? 

Senior Collector will engage by phone, email, and text on the delinquent loans, credit cards and deposit accounts to conserve the company’s at-risk assets. Senior collector has an overall knowledge of the collection department and trains new employees on process for collecting on loans, credit cards, and various other processes in the collection department and will assist team members as needed. Able to identify necessary action and strong skill sets in place to drive results for our clients and the business.

What will you be doing? 

• Contacts clients who have past due loans, credit cards and deposit accounts ranging from 10-180 days past due by phone, email, and text to preserve the company’s assets. Follow internal policy, procedures and comply with FDCPA regulations.



• Develops customer relations to establish and set appropriate timeframes for customer defaults. Develops advisor relations to keep the advisor well informed and engaged. This would include follow-up. For auditing purposes accounts must be documented each time we take action to collect or if the client responds.



• Offers assistance to clients having financial difficulty if they qualify. Skip payments, restructuring the loan to lower the monthly payment. Fixed payments for visa credit cards to the lower the monthly payment.



• Updates loan and credit card delinquency reports and goals. Requests Visa Credit Card Dept. to close card when the account drops to 60 days delinquent and identifies credit cards being at risk accounts.



• Identifies Auto loans in default, report to manager, partner with consumer lending, legal and third-party repo agency. Partners with loan operations to make sure our title is available.



• Processes daily ACH returns for loans and credit cards. Contacts client to secure payments.



• Processes force liquidations on collateralized loans. Dual control is required on the procedure.



• Processes Bankruptcy notices following the automatic stay per bankruptcy regulations received by mail or fax. Dual control is required on the procedure. Notifies Admin. team member to file a proof of claim if the Bankruptcy Court has authorized us to do so.



• Negotiates with debt settlement companies by phone.



• Identifies loan or visa cc accounts coming up for charge off in the current month. Notifies manager and admin. Emails advisor and provides the amount to prevent charge off. Adds Credit Card Fraud to the visa delinquency report.



• Processes Do Not Contacts from clients or attorney offices received by mail or fax. Documents account for clients opting out of text message through Hearsay.



• Senior collector has an overall knowledge of the collection department and trains new employees on process for collecting on loans and visa credit cards and various other processes in the collection department.



• Meets defined department goals.



• Knowledge of Regulations, procedures, and policies in place.



• Required to be in the Collection phone queue



• 1st Level call escalation.



• Monitors online messages, Collection Voicemails and Collection Inbox.



• Daily rotation scanning in mail.

What skills/qualifications do you need? 

Education

• High School Diploma, college degree preferred.

Work Experience

• 3-6 years of banking experience



• 2 years of debt collections experience

Required Knowledge, Skills and Abilities

• Knowledge of Excel is required



• Strong communication skills required



• Excellent writing skills required



• Ability to analyze any given situation and apply appropriate action to take.



• Must be able to multitask and demonstrate proper prioritization.



• Excellent organizational, time management and follow-up skills are an essential and required.

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