Collections Advocate Team Member / Collections Experience Required

This is a unique opportunity for a professional to fully realize their potential.

We are an innovative model designed to propel Credit Unions to world class services. Located in Cranbury NJ, Member Support Services LLC (MSS) is a shared service created by credit unions to provide the same kind of scale capabilities as large multi-billion-dollar FIs.

We are looking for a default account collections expert to join our Collections Team to collect on accounts while balancing the goodwill of our clients’ customers’ (we call them members) experience.

The job is remote. The company intends to have a blend of onsite and remote presence for the foreseeable future.

What’s it’s all about?

Our role is to ensure the prompt resolution of delinquent accounts while maintaining positive and professional relationships with our clients’ members. We assist members with special needs or exigent circumstances, going beyond what a typical bank does to support them.

Now the entire world around us is going digital. We must help our members navigate this new world in as seamless and straightforward way possible.

What we're after?

· Contact a high-volume queue of delinquent account holders by phone and email, using company call model and taking appropriate actions to bring account current.

· Providing professional, prompt, accurate and efficient responses to inbound calls, email or other communication requests from our clients’ and clients’ members.

· Experience in a high-volume, fast-paced, rapidly changing environment, serving multiple clients.

· An absolute focus on member experience and customer service.

· Solid technical knowledge or experience with credit union’s delinquency loan recovery systems and core banking systems.

· Broad financial services industry knowledge or experience.

· Strong analytical and quantitative abilities; strong bias towards data-based decision making and comfort with financial analysis.

· Strong collaboration and communication skills with the ability to effectively work cross-organizationally.

What are the essential competencies?

· Results driven and execution oriented.

· Excellent communication and influencing skills, both written and verbal

· Quick learner, flexible, comfort with ambiguity.

· Fluent in written and spoken English.

· Have a thorough knowledge of applicable NCUA, CFPB, State (primarily Massachusetts, New Jersey & New York) and Federal regulations.

Specific Responsibilities.

· Contact high balance and/or delinquent members by telephone, email, and mail to determine the reasons for delinquency and assist them in developing plans to bring accounts to a current status. Develop workout plans and collect on overdue accounts wherever possible.

· Respond to member inquiries orally and in writing. Coordinate with other Collection Advocates and Management to make recommendations on alternative tools for effective delinquency control.

· Flexible to work periodic early evening, Saturday, and overtime hours.

· Adheres to FDCPA, state, and federal laws and regulations.

· Assists in staff training and ensures compliance with established policies and procedures.

· Is accountable for performing key job requirements of the role. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to the members while performing all duties in accordance with prescribed regulatory compliance guidelines and client Credit Union policies and procedures.

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties both related and unrelated to the above may be assigned and, therefore, required.

Education, Experience & Qualifications

· High school diploma or its equivalent.

· 3-5+ years Collections experience.

· Must be analytical, meticulous, organized, motivated, and flexible.

· Demonstrated customer service and written communication skills.

· Ability to use diverse types of office software, spread sheet applications and PC proficient in Microsoft Office Suite.

Compensation and Benefits:

• Competitive salary based on experience and qualifications.

• Comprehensive benefits package, including health, dental, retirement savings, and paid time off.

How to Apply

Please submit your resume and cover letter to [email protected]. Indicate “Collections Advocate Application” in the subject line of your email.

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Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Remote

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