Collections Representative I

Employment Type: Full-Time, Hybrid

Salary Range: $20.48-$24.57 per hour with an annual award opportunity based on individual and credit union performance. Advia offers a bilingual premium for this role, requiring Spanish language proficiency and proficiency testing.

About the Role

Accountable for performing a variety of activities regarding delinquent accounts. This position requires knowledge of collections laws and practices and of consumer loan documents. Success in this role is accomplished by providing outstanding service to both internal and external members while demonstrating the core values of the credit union: Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core.

About Advia

Advia is a fast-growing Credit Union positioned in the top 3% of credit unions across the United States, serving almost 200,000 members with assets over $3 billion. We offer products and services similar to big banks, with a focus on saving members money while providing financial advantages. Rooted in our communities, we believe in giving back through volunteering and charitable donations. The work environment is fast-paced, performance-based, and fun, with regular feedback, development opportunities, great benefits, and engaged managers.

Responsibilities

• Collections of delinquent consumer loans, credit cards, or negative share accounts, including credit disputes, deceased member accounts, and specialized administrative tasks related to real estate, repossessions, and workouts.
• Strategically evaluate accounts and build relationships with members to identify positive outcomes in potentially negative situations.
• Utilize effective human relation skills and persuasion to identify solutions for financial obligations.
• Document all collection efforts, including telephone conversations, alternative financial arrangements, and correspondence.
• Review accounts and interview members to comprehend reasons for delinquency.
• Make arrangements with members to resolve delinquency and follow up as needed, including loan modifications and workouts.
• Counsel and educate members regarding financial obligations, advise on possible options, and solicit payment arrangements.
• Direct the posting of payments received to delinquent accounts.
• Process consumer credit counseling requests and monitor accounts to ensure timely payments, including posting payments.
• Recommend delinquent accounts for legal action or charge-off.
• Demonstrate judgment and discretion within the framework of applicable regulations and policies.
• Utilize skip tracing to locate members with invalid contact information or who are avoiding contact.
• Provide assistance and guidance to internal and branch teams, including background information to lenders, restrictions, overrides, and addressing member queries regarding disputes (e.g., lien releases, collateral, liability issues).
• Maintain accurate and timely documentation on member accounts.
• Provide collection assistance to other departments.
• Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, while adhering to policy guidelines.

Requirements

• A minimum of one to three years of similar or related experience, including preparatory experience.
• A high school degree or equivalent.
• Professional, well-developed interpersonal skills essential for projecting a positive image as a representative of the Credit Union.
• Knowledge and understanding of consumer collections compliance and regulation, including the Telephone Consumer Protection Act (TCPA), Fair Credit Reporting Act (FCRA), and Fair and Accurate Credit Transaction Act (FACTA).
• Proficiency in Microsoft Office Suite.
• Strong mathematical skills.
• Understanding of the role and effect of collections in a financial institution.
• Effective oral and written communication skills.
• Ability to use problem-solving to make risk-based decisions.
• Ability to work independently with minimal supervision.

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
• Capable of climbing/descending stairs in emergency situations.
• Able to operate routine office equipment, including telephone, copier, facsimile, and calculator.
• Able to routinely perform work on a computer, sitting for an average of 6-8 hours per day.
• Capable of working extended hours when required or requested by management.
• Capable of regular, reliable, and timely attendance.
• Majority of time spent on the phones speaking with both external and internal members.

Working Conditions

• Routinely perform work indoors in a climate-controlled shared work area with minimal noise and appropriate lighting.

Mental and/or Emotional Requirements

• Perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Read and carry out various written instructions and follow oral instructions.
• Speak clearly and deliver information in a logical and understandable sequence.
• Perform basic mathematical calculations with extreme accuracy.
• Deal calmly and professionally with diverse personalities at various levels within and outside the organization, demonstrating high levels of customer service and discretion.
• Perform responsibilities with composure under stress, deadlines, or fast-paced environments.
• Effectively handle multiple, simultaneous, and changing priorities.
• Exercise the highest level of discretion on both internal and external confidential matters.
• Stay calm when challenged by customers in a stressful manner.