Collections Associate

Responsibilities:

• Review and collect on assign delinquent accounts in accordance with applicable rules, regulations, policies and procedures.
• Contact delinquent members by telephone, mail, and electronic communications.
• Handle inbound calls from members, including returning voicemails, in a timely manner.
• Analyze member needs by reviewing individual loan data to gather background information, determine potential reason for delinquency and collection ability. Negotiate payment plans as necessary to bring the account to current status.
• Monitor and follow up on accounts with promises to pay and payment plan ensuring the arrangements have been kept and determine next steps for collection activity if broken.
• Maintain an accurate and detailed written record of any and all communications made regarding member accounts, to include but not limited to; delinquency, repossession, bankruptcy, charge-off, etc.
• Skip trace delinquent loan accounts for new phone number, addresses, etc.
• Submit all required notices to members at appropriate times.
• Assist members in processing payments over the phone, correcting and adjusting automatic payment. Review accounts to determine availability of deferment time and process deferment.
• Adjust late fees and small balances in accordance with policy and procedure. Forward adjustments to Collections Manager for approval and completion.
• Provide excellent service to members through verbal and written inquiries regarding general loan questions.
• Research, analyze and respond to member payment history or FPI questions.
• Work as a team to meet specific department goals for delinquency and abandonment rate.
• Position Requirements:
• This position is Remote.
• 1+ years of related experience is Required.
• Experience in addressing difficult customer service situations and providing resolutions in a professional and tactful manner is Required.
• Excellent verbal, written, listening, and interpersonal communication skills, along with the ability to remain assertive and confident when dealing with difficult situations.
• Ability to multi-task and work in a fast paced, goal-oriented environment.
• Proficient computer skills with the ability to navigate among several system applications and software programs.
• Evidence of ability to be organized, analytical, and resilient.
• Connexus Credit Union's Employer Recognitions:
• 2026 Best Place to Work in IT, Computer World
• Equal Opportunity Employer/Disabled/Veterans/41 CFR 60–1.4, 41 CFR 60-1.35