Collections Agent

Job Title: Collections Agent

Position Summary:

One of the main tasks of the Collections Agent is to contact customers with overdue payments and arrange repayment schedules or settlements to maintain the bank’s financial stability.

Principal Duties and Responsibilities:

• Manages both outbound and inbound calls to resolve delinquent accounts in real estate and non-real estate, identifying the reasons for delinquency.
• Handles allocation and posting of indirect loan repayments.
• Maintains and updates loan files accurately.
• Executes telephone-based payment functions to assist corporate office reconciliation processes.
• Provides counseling to customers regarding their financial obligations and suggests alternative solutions.
• Records detailed notes on account statuses and collection activities in the bank's system.
• Collection activities may require working beyond standard 8-5 hours.
• Ensures departmental activities and documentation comply with relevant laws, regulations, and policies, including completing required compliance training.
• Demonstrates knowledge of several core operating systems.
• Performs additional duties as assigned, including training new colleagues, managing the Consumer Collections inbox, overseeing Total Loss/Captive Claim accounts, handling Debt Management accounts/spreadsheets, and assisting in implementing Policies and Procedures.

Qualifications:

• Ability to interpret and understand simple instructions, concise communications, and informal notices.
• Proficiency in reading, analyzing, and interpreting financial statements and legal documents.
• Skill in preparing basic business letters and routine reports.
• Ability to draft written responses to customer complaints, regulatory bodies, or peers.
• Excellent telephone etiquette and customer service skills.
• Strong oral and written communication skills.
• Exceptional organizational abilities.
• Proficiency in Microsoft Office software.
• Consistent and punctual attendance.
• Maintains a friendly, professional, and dignified presence.
• HS Diploma/GED.
• Six to eight years of collections experience, or the ability to perform the essential duties effectively.
• Proficiency in the Jack Henry platform, MS Word, Outlook, and Excel is required.

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