Revenue Assurance Agent II (Bilingual Preferred)

Position Purpose

Responsible for performing collection activities associated with various delinquent accounts. Reviews delinquent accounts, determines probable reasons for account status, and contacts clients to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. Ensures the Company's professional image is maintained.

Essential Functions and Basic Duties

• Assumes responsibility for maintaining a professional reputation throughout the collections operations and in all contact with members.
• Maintains confidentiality.
• Receives delinquency reports and monitors payments for late and/or delinquency status.
• Contacts high‑balance and/or delinquent members by telephone and/or letter to determine reasons for balance and delinquency and to secure a satisfactory resolution.
• Notifies co‑signers regarding status of delinquent accounts.
• Utilizes further appropriate collections methods if initial attempts do not secure required payments.
• Discusses possible financial arrangements, informs clients of potential legal actions, and suggests consolidations and financial counseling to arrive at suitable payment arrangements.
• Continues to collect until the account becomes a write‑off, bankruptcy, or attorney account.
• Makes early contact with clients to collect and keep them informed of account status.
• Pulls credit bureaus for customer reports, checks customer references, updates addresses and gathers additional information as necessary.
• Skip traces loan accounts.
• Maintains accurate data for repossession log, bankruptcy files, charge‑offs list, etc.
• Prepares reports on the kind and status of delinquent accounts and collection activities undertaken, and rates the accounts according to credit union procedures.
• Ensures payments are properly credited or applied to customer accounts and credit union records, or returns payments if foreclosure has been initiated or payments are unacceptable.
• Initiates repossession proceedings by completing paperwork upon reaching 60 days past due.
• Performs collections efforts in accordance with company policies and procedures and ensures they are legally compliant.
• Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and any correspondence with members.
• Keeps management informed of activities, progress toward established objectives, and any significant problems.
• Assists in compiling monthly board reports.
• Attends and participates in meetings as required.
• Performs all other duties as assigned by management.

Qualifications

• Education/Certification: High school graduate or equivalent; some college preferred.
• Knowledge: Collection procedures and related laws and regulations; company policies; default and enforcement clauses; basic understanding of the U.S. Bankruptcy Code & Small Claims Court system.
• Experience: 2 years prior collections experience preferred; bilingual (English/Spanish) preferred.
• Skills/Abilities: Accuracy and thoroughness; ability to multi‑task; excellent verbal and written communication; ability to prioritize in a fast‑paced, high‑volume environment with minimal supervision; basic PC skills to operate computer applications and other basic business equipment.
• Working Conditions: Typical office environment; successful candidates must pass pre‑employment credit checks, background checks, and drug screens.