Call Center Representative: Collector

Job Description and Requirements

The Collector will have the ability to work a hybrid schedule (remote/onsite) after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.

To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.

• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).

• Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment

​Bilingual in Spanish and English? Candidates can earn an additional $2.00 differential upon the successful completion of the RBFCU Bilingual Spanish/English certification. 

Collectors are responsible for contacting members that have become delinquent on their loan(s) in an effort to collect on past due payments or implementing a payment plan designed around member's needs.

Essential Functions and Responsibilities:

• Independently collect on past due loans by contacting customers via phone and email.

• Negotiate suitable payment plans.

• Maintain a high volume of inbound and outbound phone calls.

• Identify and recommend loans for charge off.

• Manage account restrictions and review delinquency status for possible loan assistance.

• Initiate repossession proceedings when applicable and generate written communication with high proficiency and accuracy.

• Provide enthusiastic, professional, quality, prompt and courteous service to members and others as appropriate. 

• Maintain current working knowledge of RBFCU policies and procedures and regulatory laws. 

• Strive to meet or exceed department standards and maintain good attendance, promptness, accuracy, and time management. 

• All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice).

Requirements:

• High School Diploma or G.E.D.

• Less than one year of collections, call-center, financial services, or customer service experience

• Ability to maintain and exceed collector performance metric goals

• Strong attention to detail 

• Excellent written and verbal communication

• Excellent time management; ability to prioritize and manage multiple responsibilities

• Commitment to excellent customer/member service

Preferred:

• Collections or financial service experience

• Knowledge of various loan products (Auto/Mortgage/Unsecured)

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.