Who we are
- Shape a brighter financial future with us.
- Together with our members, we’re changing the way people think about and interact with personal finance.
What you’ll do
- Work with customers to satisfy any deficient balances
- Review, monitor, and engage with a high volume of customers per day
- Review delinquent accounts daily, and maintain losses at or below established guidelines for assigned job duties
- Accurately documents all account activities and pertinent information including but not limited to verifications and demographic changes
- Complete high-risk processes with accuracy (i.e. Bankruptcy, Cease/Desist, Attorney Representation, etc.)
- Meet individual and departmental objectives set by department management
- Efficiently assess and recommend action to members concerning all other loan issues
- Make recommendations to management for loans needing additional attention
- Strives to continuously improve the quality and productivity of work
- Be an important part of a lean but growing team with touch points across the organization
- Some evening and weekend hours will be required.
What you’ll need
- 1+ years of first or third-party collection experience. Experience in a financial environment is desired; consumer delinquency and collections, credit underwriting, or customer service experience preferred
- Strong ability to negotiate repayment plans for early-stage accounts with varying levels of delinquency
- 1+ years of customer service experience with an aptitude in de escalating difficult situations
- College degree desired. High school diploma or GED required
- Exceptional organizational skills and attention to detail
- Strong work ethic and pride in work product
- Demonstrates a strong customer orientation.
- Ability to successfully adapt and adjust to changes in business, regulatory, and economic environments.
- Firm understanding of personal finance and credit industry best practices
- General computer literacy
- Aptitude for working independently while maintaining a team-first mentality
- Ability to work under tight deadlines and exhibit grace under pressure
- Desire to improve members financial situation but ability to make tough decisions
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office, Google Suite, and the ability to learn proprietary systems
Nice to have
- Sales experience is a plus
- Skilled in developing both external and internal content such as customer communications and the development of procedures and work documents
- Skilled in root cause analysis and problem resolution with both quantitative and qualitative data
