Collections Specialist

About the role

This position is located at our Casper, WY Downtown branch.

Responsibilities

• Works assigned queues to collect delinquent accounts through phone calls or written correspondence.
• Negotiates payment arrangements with customers to bring accounts current.
• Documents collection activity and maintains accurate records, notes, and comments within the collection system.
• Generates delinquency and/or collection letters in accordance with established guidelines.
• Collaborates with customers on repayment programs.
• Responds to customer inquiries, requests, and issues in a timely manner.
• Processes payments.
• Performs skip tracing, as needed, to locate updated customer contact information.
• Prepares and submits loan accounting system maintenance requests.
• Prepares and submits change-in-terms requests.
• Works closely with investors and/or insurers to resolve delinquencies, as necessary (mortgage).
• Handles NSF checks and other returned payments.
• Performs insurance claim processes (e.g., letters of guarantee, reamortization) and may assist customers with filing GAP claims.
• Stays current on investor, insurer, and regulatory policy changes.
• Maintains delinquency ratios in accordance with established goals.
• Establishes and monitors hardship agreements, as needed.
• Provides cross-training and training on processes and procedures for new employees.
• Performs other duties as assigned or required.

Qualifications

• Possesses computer skills, including proficiency in Microsoft Word, Excel, and Outlook.
• Demonstrates initiative and sound judgment, with strong oral and written communication skills, including facilitation.
• Able to prioritize work and remain adaptable under pressure.
• Possesses strong time management and organizational skills.
• Able to appropriately escalate issues requiring problem-solving and decision-making.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence.
• Able to communicate effectively in front of groups of customers or employees.
• Strong interpersonal skills with a team-oriented mindset.
• Able to meet deadlines.
• Able to resolve simple to complex issues with minimal supervision.
• Able to interpret a variety of instructions provided in written, oral, diagram, or schedule form.
• Demonstrates an understanding of applicable federal regulations, policies, and procedures related to debt collection, as well as regulatory and/or investor requirements.

Education and/or Experience

• High School Diploma or General Education Degree (GED) required.
• 1-3 years experience in collections and/or customer service activities preferred.