Collections Counselor

SUMMARY

The Collections Counselor is responsible for collections and performance monitoring (via alerts supplied by a third-party vendor) of the Bank's small business credit card portfolio. This role is designed to be consultative to the customer with collection of the delinquency a natural outgrowth of these consultative efforts. The position also performs collection related duties including, but not limited to, daily interaction with outsourced collection vendors, assisting on the collection efforts of late-stage consumer and business delinquencies, and processing of requests for hardships/workouts.

DUTIES & RESPONSIBILITIES

• Manages inbound and outbound calls and communications related to small business accounts, which includes determining reasons for delinquency and establishing payment plans to cure account delinquencies.
• Establish and maintain rapport with habitually delinquent small business cardholders. and/or accounts in hardship/workout programs.
• Tactfully educate the cardholder while providing long term solutions to delinquency.
• Negotiate suitable pay arrangements while stressing urgency and follow up as needed.
• Assist in the collection efforts of late-stage consumer delinquencies as needed.
• Perform monthly reconciliations on invoices presented by outside collection and/or recovery agencies (consumer and small business related).
• Work with AVP Collections to continually refine the performance monitoring tools used on the small business card portfolio.
• Adhere to Collection Policies and follow established procedures (i.e., Collection, Operating, Recovery, etc.).
• Comply with appropriate regulations (i.e., Fair Debt Collection Practices Act [FDCPA], Fair Credit Reporting Act [FCRA], and Equal Credit Opportunity Act - a.k.a. REG. B [ECOA], Service Members Civil Relief Act [SCRA], Bankruptcy Reform Act [BRA], etc.).
• Leverage Agent Bank Relationship where appropriate to achieve success in collection efforts.
• Keep current with the activities and pronouncements of the CFPB and ensure that the Bank's collection activities foster compliance with these activities/pronouncements.
• Assists in the completion of vendor research requests.

QUALIFICATIONS

• A High School Diploma or its equivalent.
• Some college experience preferred.
• Minimum of 3 to 5 years work experience in a general business atmosphere with a focus on customer service and collections.
• Experienced in delivering a high level of customer service using effective professional communication skills.
• Above average understanding of and work experience within the financial services industry is strongly preferred.
• Must have intermediate skills in Excel, Word, and Outlook.

BENEFITS

• Competitive medical, dental and vision benefits.
• 401(k) and Roth 401(k) retirement plans with company match.
• Flexible spending accounts (medical and dependent care).
• Company-paid parental leave.
• Education assistance.
• Company-paid continuing education credits.
• Paid employee assistance program.
• 12 paid holidays, including (3) Paid Employee Appreciation days each year, (2) Celebrate You Days for your Birthday & Anniversary, and company events.
• Multiple time-off options for vacation, volunteering, or caring for yourself or loved ones.