Collector I

Position Status – Full-time non-exempt (hourly) | Reports To: Collections Manager | Target hiring pay range: $19.56 - $24.45 per hour. The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position. The actual compensation may vary based on licenses, certifications, education, equivalent work experience, market data, qualifications, relevant experience, prior work history, geographic location, and business sector.

Purpose

The primary purpose of this position is to assist Atlanta Postal Credit Union (APCU) to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” The Collector I leverages consumer credit and collections best practices and processes to manage accounts from the early to moderate stages of delinquency and provide resolution to basic level discrepancies.

Responsibilities

• Deliver outstanding service to both internal and external members in alignment with our Service Promises:
  • I promise to be mindful of your time with fast, efficient, courteous, and friendly service.
  • I promise to demonstrate integrity in all my interactions.
  • I promise to always treat you with dignity and respect.
  • I promise to work with fellow employees throughout the credit union to ensure you receive the best possible products, service, and solutions.
  • I promise to safeguard the security and confidential nature of your financial information.
  • I promise to greet you with a smile and thank you for your business when your transaction is completed.
  • I promise to deliver on our mission to help you achieve financial success by providing exceptional products and service.
• Receive incoming calls from members and internal stakeholders; work with the caller to resolve the account. Follow established protocols to transfer calls to appropriate collections personnel as needed.
• Work collections queue and conduct outbound calls to resolve past due accounts and make payment arrangements.
• Utilize the system of record to document all conversations, contacts, or efforts to contact members regarding delinquent accounts.
• Within policy and procedures, offer members all possible options to bring the account current and mitigate the probability of perpetual payment delinquency.
• Adhere to the Fair Credit Reporting Act, Fair Debt Collections Practices Act, and other federal, state, or local regulations governing collections.
• Receive or gather information related to credit reporting disputes or updates and route those to the appropriate department for mitigation.
• Research pay history disputes in a timely manner.
• Under the direction of the Collections Manager, send letters of communication to attempt resolution of account delinquency according to established processes.
• Promptly apply payments when received.
• Exhibit customer focus and positive customer service demeanor daily.
• Handle multiple tasks simultaneously within established deadlines.
• Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position.
• Perform other duties as assigned.

Qualifications

• Required:
  • High school diploma or equivalent.
  • 1 year of relative customer service work experience.
  • 1 year of specific collections-related work experience.
  • Technical competence with MS Office products.
• Preferred:
  • Bachelor’s degree in business administration, finance, accounting, or related field, or an additional 2 years of relative work experience in lieu of degree.
  • 3 years of specific collections work experience at a credit union.
  • Previous experience with Symitar, Elle, Temenos, or other collections or financial services software applications.

Skills

• Ability to operate automated office machines such as calculators, computers, printers, fax machines, telephones, and copiers.
• Ability to stand, bend, and stoop as needed.
• Ability to lift and/or carry weights of 5 to 20 pounds.

Benefits

• Medical coverage with generous company contributions.
• Dental coverage with employee-only coverage paid by the company.
• Vision coverage with employee-only coverage paid by the company.
• Paid Time-Off.
• 401k plan with a defined company match.
• Company-paid long-term disability and short-term disability.
• Company-paid holidays.