Collections Representative

POSITION SUMMARY:Contacts delinquent accounts by telephone, email or mail to request payments to bring the account to current status. Assists customer with terms to secure payments for the past due amount or establishes an alternative payment plan. Attempts to find customers who cannot be located using existing records. Documents collection activities. Conducts relationships and activities consistent with established Bank policies, procedures and systems, the corporate code of conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.ESSENTIAL DUTIES AND RESPONSIBILITIES:Review payment lists, maintain departmental files.Contact credit bureaus for customer reports, check customer references, update addresses and gather additional information as necessary.Contact customers regarding delinquent accounts. Contact delinquent customers weekly, at a minimum, until collected current. Maintain data in CARM.Ensure payments are properly credited or applied to customer accounts.Prepare transactions, correspondence, memos, and perform other collection duties in an accurate manner. Assist in processing bankruptcy and repossession files.Respond to internal and external inquiries regarding the status of loans as required.Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone. Maintain a friendly, positive, and professional attitude. Resolve difficult situations with tact and diplomacy.Operate a variety of office administration equipment such as PC, copy machine, FAX machine, calculator, printer, etc. Utilize computer software applications such as word processing, Outlook, credit bureau, loan system and Internet.Advise Collections Manager of problems with procedures, policies, improper calculations, deadlines, and other problems.Maintain a neat and orderly work area and ensure that all confidential records are secured and/or disposed of properly.Complete or attend all required training.ADDITIONAL DUTIES AND RESPONSIBILITIES:Assist others in the department as needed and/or directed. May be assigned other duties and responsibilities. May be assigned work or training at other assigned locations.Requirements:High school education or equivalent. Previous experience as a loan assistant is desirable.Knowledge of modern office practices and procedures; accurate grammar, spelling, punctuation and standard English usage; business correspondence formats, record keeping and filing methods; basic math calculations. PC skills required; knowledge of Microsoft Word, Excel and Outlook preferred.Must possess good judgment and organization skills, the ability to prioritize, and handle confidential information.Ability to deal effectively and courteously with a large number of associates, customers and members of the general public.Ability to read, write, and speak English. Effective oral and written communication skills.Ability to independently plan, prioritize, organize and complete work in an efficient manner. Ability to work quickly and accurately. Attention to detail required.Willingness to assume additional responsibilities/duties/projects as they arise.Ability to maintain regular and punctual attendance.Ability to operate office equipment including computers, calculators/adding machines, telephones, voice mail, copy machines, and FAX machines.Ability to drive a vehicle. Must maintain a current, valid driver's license and an acceptable driving record for bank insurance purposes.PHYSICAL AND SENSORY DEMANDS:Regularly required to sit; stand; walk; talk; see and hear. Regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. Occasionally required to stoop, kneel, or crouch. Occasionally required to drive.Frequently lift and/or move up to 20 pounds. Specific vision abilities include close vision.WORKING CONDITIONS:Work is normally performed in a typical interior/office work environment. The individual experiences little discomfort from noise, dust or other factors.

Created: 2025-01-26