Collector 1-BILINGUAL - SPANISH REQUIRED

About the role

This position, under moderate supervision, is primarily responsible for the collection of all early-stage delinquent accounts, including consumer loans, credit cards, negative shares, and payday loans. The role involves locating and notifying members of delinquent accounts by mail, email, or telephone to resolve delinquency, as well as updating and maintaining member files.

Responsibilities

• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Contacts all delinquent borrowers by telephone, email, or mail to encourage prompt repayment and/or resolution of delinquent accounts; may also contact delinquent borrowers in person.
• Determines reasons for overdue payments and reviews loan, charge, or credit contract terms with members.
• Identifies unresponsive, unwilling, or unable members and uses skip-tracing resources to find additional information when needed; submits recommendations to team lead or management when necessary.
• Manages a high volume and variety of member accounts daily, working across multiple systems and handling internal and external interactions.
• Produces high-quality and high-quantity contacts and results consistently, balancing both aspects.
• Educates members on the advantages of prompt payment and the disadvantages of late payment; identifies opportunities to recommend valuable products and services.
• Accurately records financial status and collection efforts in member records; maintains professional written communication and documentation.
• Prioritizes and handles workloads independently and within a team, meeting deadlines with a sense of urgency.
• Develops a basic understanding of delinquency trends and losses; understands clerical and specialty processes such as Bankruptcy, Mortgage, and Recoveries, relying on available resources when needed.
• Understands their role in the repossession process and how others contribute from start to finish.
• Incorporates CARES Principles in daily behaviors: Connect, Ask, Resolve, Elevate, Strengthen.

Requirements

• Minimum: High school diploma or GED; plus a minimum of one year of related experience and/or training; or equivalent combination of education and experience.
• Preferred: Relevant call center and/or collection experience in a credit union, bank, or other financial institution.
• Preferred: Bilingual – Spanish.
• Preferred: NMLS registration.
• Preferred: Notary license.

Skills and abilities

• Extensive personal contact with others; fosters sound relationships with internal and external entities.
• Ability to operate general office equipment (email, photocopier, fax machine, word processor, PC, printers).
• Effective verbal and written communication skills.
• Ability to manage confidential information.
• Ability to work in a team environment and accept feedback.
• Ability to handle stressful situations and maintain composure.
• Well-organized with the ability to lift up to 25 lbs.

Pay

• Spokane pay range: $21.97 – $32.96 per hour (Non-Exempt Range: N8).
• Tri-Cities or Wenatchee pay range: $22.84 – $34.28 per hour (Non-Exempt Range: N8C).