Collections Representative II (Anaheim, CA)

Salary Pay Range For This Position: $25.31 - $35.41

About the role

The primary function of the Collections Representative II is to protect the assets of the credit union while lowering delinquencies. Follows collection treatment guidelines and assists members with their financial needs. Meets or exceeds goals and expectations established by management for mid-range and back-end accounts.

Responsibilities

• Contacts members and joint members by telephone and written correspondence to collect delinquent loan payments on Consumer, Real Estate, and Recovery accounts. Assistance at all levels of delinquency is required.
• Maintains a high level of member service in every member interaction.
• Works in a call center environment and handles both inbound and outbound calls using a manual work queue.
• Manages an assigned work list of 100+ accounts to ensure gapping standards of three business days or less are met.
• Understands and utilizes manual work list strategies to reduce roll rates and prevent loans from going further past due.
• Engages in multiple tasks such as:
  • Negotiating payment arrangements
  • Skip-tracing to locate employment/assets
  • Researching closed accounts
  • Calculating interest maintenance
  • Verifying employment, property, and death certificates
  • Recommending auto loans for repossession and/or legal action based on stage of delinquency
  • Initiating the foreclosure process on home loans
• Utilizes strong knowledge of establishing effective payment plans that will bring accounts current.
• Meets scheduling requirements of the department by working assigned staggered shifts and occasional Saturdays.
• Trains new and existing employees.
• Assists with projects and reports as requested by the Collection Supervisor.

Requirements

• High School education required.
• Minimum of two years of high-volume auto finance or unsecured collection experience.
• Knowledge of lending and collection regulations (FDCPA and Rosenthal FDCPA).
• Strong communication skills, both written and oral.
• Great problem-solving and analytical skills.
• Ability to use good judgment.
• Team spirited and goal oriented.
• Self-starter and enthusiastic.
• Strong negotiation skills.

Skills

• Proficient in Microsoft Applications (Word, Excel, Outlook).
• Ability to type 35 words per minute.
• Mathematical skills:
  • Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
  • Ability to compute rates, ratios, and percentages.
  • Ability to draw and interpret bar graphs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl, talk, or hear, and taste or smell.
• Must occasionally lift and/or move up to 20 pounds.
• Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.

• The noise level in the work environment is moderately quiet.
• Non-smoking environment.

Applicants for Hybrid/Remote positions are required to reside within Wescom service areas, defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial, Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus, and Tulare.