Bilingual Collections Specialist

careers-greenstate; North Liberty (IA); On-site; USD 40,000 - 47,000; Full time

Benefits offered by this job

Progressive benefits package

Job summary

GreenState Credit Union is seeking a Collections Specialist in Iowa to analyze delinquent and overdrawn accounts and drive resolutions through member interactions. The role emphasizes confidentiality, teamwork, and adherence to service standards while managing multiple contact methods.

Responsibilities include reviewing delinquency queues, collecting on accounts, documenting all activity, and escalating to appropriate actions when needed.

Qualifications

• High School Diploma or GED.
• Minimum of three years of call center experience, with two years in collections.
• Punctuality and flexibility to work scheduled hours, including overtime as needed.
• Ability to build positive relationships and gather data from various sources.
• Proficient in using computer applications and office equipment.

Responsibilities

• Review daily delinquency queues and contact members to determine reasons for delinquency or overdrawn status.
• Document all communications and collection activity; maintain member records.
• Perform skip-tracing as required and direct payments to delinquent accounts.
• Recommend accounts for repossession, foreclosure, or charge-off review.
• Support member escalations and uphold positive relationships to resolve service delays.

Skills

Call center

Collections

Interpersonal skills

Persuasive communication

Detail orientation

Education

High school diploma or GED

Job description

Position Summary

POSITION SUMMARY:

Analyze and determine factors causing individual accounts to be delinquent and/or overdrawn. Complete all necessary efforts to successfully resolve these factors through interaction with the account holders to minimize the potential for financial loss to the credit union. The ultimate objective of all collection activities will be to determine the cause and severity of an account’s delinquent and/or overdrawn status, and to establish an appropriate course of action to remedy the situation.

GREENSTATE CULTURE:

At GreenState,ourpurpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now andin the future—isdeeplyrooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment tolivingour values is what brings our mission to life.

Pay range for this hourly position is $29.17 - $34.11/hr with a progressive benefits package.

Essential Duties and Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES: Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.

• Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
• Demonstrates a positive member service (internal and external) focus at all times.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties andresponsibilities.
• Ensures confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Reviews daily delinquency queues. Completes all necessary contacts on accounts via telephone, electronic, and written correspondence. Confers with members to determine the reason for delinquency on past due or overdrawn accounts, and to arrange an appropriate course of action to resolve the full delinquency. Contacts co-makers, co-borrowers and guarantors.
• Maintains and updates member records. Documents all communications and all collection activity.
• Performs skip-tracing duties as required and directed.
• Processes all accepted payment methods from members and authorized parties to delinquent accounts, ensuring attention to detail and accurate application of funds.
• Thoroughly works all delinquent accounts, ensuring all appropriate efforts are exhausted. Makes recommendations for accounts to be reviewed for repossession, foreclosure or charge off review.
• Assists with member escalations when necessary. Manages and maintains positive relationships with members and drives resolution to service delays and quality issues. Expedite, confirm, and follow up to ensure services are completed correctly for our members.
• Initiates workflow for review of modification, TDR, workout, deferment requests.
• Assists with departmental and/or branch training or job shadowing.
• Refers members to financial counseling resources when necessary.
• Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events, on an annual basis.
• Performs any other duties as assigned.

Job Requirements/Expectations

• High School Diploma or GED.
• Minimum of three years of call center experience, with two of those years in a collections role.
• Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. At times length of working day can be unpredictable, must be willing and able to work early and/or stay late with short notice.
• Ability and desire to interact with co-workers to develop positive and effective working relationships in all areas of Credit Union services.
• Strong interpersonal and persuasive skills to represent the Credit Union in a positive way during periods of stressful member contact.
• Interpersonal skills necessary to gather data from several sources and to represent positively the
• Credit Union during such contact.
• Ability to prioritize assignments and organize work efficiently, to handle large volumes of details.
• Ability to work independently.
• Accuracy and attention to detail required.
• Ability to operate related computer applications and office equipment.
• Must be bondable.

Reporting Relationship

Reports to the Collections Supervisor.

Supervisory Responsibilities

This position is not responsible for the supervision of others.

Equal Opportunity Employment Statement

GreenState Credit Union is an EEO/AA Employer. We strongly encourage all individuals to apply for openings with the credit union. #LI #ID