Collections Representative I

Collections Representative I

Job Requisition Number: 375441
Job Title: Collections Representative I
Full Time/Part Time: Full Time
Location: Charleston Operations Center
1 Piedmont Road
Charleston, West Virginia 25301-0000

Additional Job Details: Monday and Tuesday 11:00am ? 9:00pm; Wednesday and Thursday 8:00am ?6:00pm; Friday off; alternating Saturday 8:00am ? 1:00pm or Sunday 4:00pm ? 9:00pm
External Description:


Line of Business: CALL CENTER Job Category: Pending Categorization PrimaryPurpose: Collect delinquent accounts in a timely, orderly and professionalmanner while following all standardized collections procedures. Make supervisoraware of problem accounts that may result in repossession, foreclosure, orcharge-off. Essential Duties and Responsibilities: Following is a summary of theessential functions for this job. Other Duties may be performed, both major andminor, which are not mentioned below. Specific activities may change from timeto time. 1. Meet performance expectations for collection efforts for assignedaccounts based upon individual goals and objectives, e.g., a minimum calls perday, contact percentage, promises/calls ratio, promises kept. 2. Place orreceive calls in priority order as established by management. Negotiate paymentarrangements with clients to cure delinquency, evaluating ability andwillingness to pay. Navigate and interpret various screens and relay informationto clients accurately and professionally. 3. Determine cause of delinquency andbest course of action to assist delinquent customer. 4. Document all collectionefforts for each assigned account in accordance with established procedures,which may include using action and reaction codes, rescheduling feature,"scratch pad" entries, etc. in the collection system. 5. Communicatecollection efforts to branch lenders on assigned accounts in accordance withestablished standards, if applicable. 6. Order updated credit bureau report orinitiate skip tracing process in accordance with established standards. iew files from Loan Services in accordance with established standards, ifapplicable. 8. Initiate deferrals on accounts based upon written policyguidelines. 9. Communicate regularly with collections supervisor on status ofproblem accounts in accordance with established standards. 10. Ensure that alldelinquent accounts and assigned queues have been thoroughly worked according tostandardized collection procedures. 11. Ensure that appropriate letters are sentto debtors. 12. Process customers' payments through electronic draft, ifapplicable. 13. Process account maintenance transactions according toestablished guidelines. Required Skills and Competencies: The requirementslisted below are representative of the knowledge, skill and/or ability sonable accommodations may be made to enable individuals with disabilities toperform the essential functions. 1. High school diploma or equivalent 2. Goodverbal and written communication skills 3. Good decision-making andproblem-solving skills 4. Good time management/organizational skills 5. Abilityto utilize Microsoft applications, including Outlook, Word, Excel, Access, andPowerPoint 6. Ability to work in a team environment 7. Ability to work flexibleschedule, including overtime as needed Desired Skills: 1. Previous customerservice, collections, or sales experience 2. BilingualMonday and Tuesday 11:00am ? 9:00pm; Wednesday and Thursday 8:00am ?6:00pm;Friday off; alternating Saturday 8:00am ? 1:00pm or Sunday 4:00pm ? 9:00pm