Collections Representative (Collector 1 - Experienced)

Are you seeking a promising career in a growing organization? Check out this position. Are you a creative solution seeker? Do you have experience with helping people through financial challenges in a warm, caring, friendly manner? We want to speak with you - we are looking for Service Superstars to join our Team!

The Collector 1 role consistently demonstrates a high degree of empathy and an ability to offer resolutions for Members in challenging financial circumstances.

Essential Functions and Responsibilities

Service 

1. Personally, provides exceptional Member service; uses Service Standards in every work-related interaction.
2. Actively participates in meeting the goals of the department and the Credit Union.
3. Provides excellent service by using a positive and professional tone to assists callers and team members accurately, thoroughly and as efficiently as possible while maintaining consistent and friendly service. Ensures that a smile can be heard on each call.
4. Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously, with the ability to give unexpected status in any of the areas of responsibility.

Daily Responsibilities 

1. Answers inbound calls to help support our members and internal Team Members resolve issues relating to collections. 
2. Effectively communicates with members and team members through multiple communication channels, including phone, email, secured messaging, chat, and text messaging.
3. Proactively places outbound calls to members and exhibits strong negotiation skills to secure payment arrangements to collect on delinquent loans or negative shares.
4. Documents contact and communication with members in the Credit Union's core operating systems, Akcelerant and/or Symitar.
5. Negotiates payment arrangements or recommends solutions that will assist members in bringing their past-due balances current and resolves issues related to delinquency.
6. Follows up and monitors delinquent loans and negative shares for broken promises to pay.
7. Manages complex queues from early to ongoing delinquency, legal assignment, repossession, bankruptcies, and collateral in active recovery accounts.
8. Negotiates settlement offers for all consumer shares and loans.
9. Collaborates with the ACH/EFT Services Department to resolve unresolved electronic transactions (ACH exceptions).
10. Analyzes consumer credit reports and offers recommendations that encourage favorable financial outcomes.
11. Provide backup as needed in posting transfers and checks. 
12. Processes loan extensions independently, within authorized limits, based on budgeting and the account's history.
13. Assigns accounts for field chase, repossession, legal, and skip agents and updates Akcelerant and Symitar with results.
14. Processes loan modifications independently within authorized limits.
15. Recommend collateral repossessions on consumer loans and prepares required documentation for final approval.
16. Analyze vehicle collateral fair market value.
17. Provides Call Center overflow coverage.
18. Conducts thorough share or membership review to determine reopening or reinstatement of services, including but not limited to savings, checking, courtesy pay, and digital services.
19. Performs targeted skip tracing; searches free websites, loan applications, signature cards, etc., to locate delinquent members. 

Benefits Include: (not a complete list) 

Wellbeing 

• Weekly pay
• 401K Retirement Savings Plan with company match
• Paid time off accrual begins upon hire, 15 paid vacation days, 11 paid holidays
• Paid sick leave 
• Company-provided life insurance at twice your annual salary
• Financial Education Programs
• DoorDash DashPass

Health 

• Medical, Dental, and Vision Insurance for part-time and full-time employees
• Modern Health
• Care.com subscription
• Teladoc

Career Development 

• Career development opportunities
• Team members are eligible to apply for assistance with educational expenses through ArrowHeart's scholarship program

To learn more about Arrowhead Credit Union and our service culture, visit our Career page, and our ArrowHeart Foundation. 

The pay range for this position is listed below.   

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands, and internal equity. 

Pay range:

Minimum: $24.44/hour| Midpoint: $30.55/hour | Maximum: $36.66/hour

Hi! We re Arrowhead, one of California s fastest growing financial institutions. Join us for better rates, lower fees and awesome service.