Bilingual Collector II

Desert Financial Credit Union; Phoenix (AZ); On-site; USD 38,000 - 52,000; Full time

Job summary

Desert Financial Credit Union in Phoenix, AZ seeks an experienced Collector II to manage advanced delinquency collections, coordinate repossession and remarketing, and maintain communication with members and agents. You will support bankruptcy queues and collaborate with risk and legal teams to resolve complex cases.

The role emphasizes customer-focused solutions, accurate account information, and adherence to FDCPA and state collection laws. Banking basics and MS Office proficiency are required.

Qualifications

• 1+ years in Collections, AR, loan servicing or high-volume outbound calls.
• Basic understanding of banking concepts and member needs.
• Familiarity with FDCPA and state collection laws a plus.

Responsibilities

• Negotiate payments and tailor repayment plans based on member finances.
• Perform skip tracing to locate collateral locations when needed.
• Oversee repossession and remarketing coordination with agents/vendors.
• Support bankruptcy queues and communicate with attorneys as required.
• Collaborate with risk, fraud, and legal teams to resolve complex cases.

Skills

Collections experience

Customer service

Active listening

Negotiation

Payment plan structuring

Objection handling

Performance tracking

Cross-department communication

Microsoft Office Suite

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

The Collector II works in a collection and recovery operations environment and is aligned with routine inbound and outbound collection calling processes on accounts assigned in the auto, unsecured, deceased, and business collection queues. This role is responsible for and specializes in collecting on loans at advanced stages of delinquency to bring accounts current or recommending for alternate default resolutions such as repossession. The Collector II monitors accounts assigned for repossession, re-marketing, bankruptcy, and other specialized handling, and maintains communication with appropriate agents. The Collector II displays a team mindset by assisting in all Collector I responsibilities once their tasks are completed.

What you will do here:

• Negotiates payments while evaluating the member/customer financial situation to provide solutions based on individual needs. Confirm all member information is accurate and complete. Answer inbound and outbound collection calls to provide customer/member assistance based on the status of the customer's/ member’s account(s). Adhere to all appropriate regulations; FDCPA, state collection laws and HIPPA.
• Performs extensive skip tracing in order to establish contact or identify collateral location for recovery when necessary. Identify accounts that require alternate default resolutions such as repossession and recommend them for review. Identify collateral that is at risk due to its status or condition (i.e. total loss or salvage) and communicate with appropriate agents, vendors and third-party companies to determine the best course of action for the credit union.
• Collateral Repossession/Remarketing - Handles certain aspects of assigning accounts for repossession upon approval, ensure updates are received/notated, and maintain communication with agents until resolution. Ensure Notice of Private Sale are sent after repossessions and collateral is transported to the auction. Work with auction vendor to review and set floor prices and ensure re-marketing data is updated in system of record upon sale.
• Bankruptcy - Assist in maintaining all bankruptcy queues related to auto, unsecured, and deposit accounts to ensure all required policies, procedures, and time sensitive requirements are met. Maintains appropriate communication with attorneys and trustees. Maintains up to date knowledge of all new and revised bankruptcy regulations.
• Collaborates, communicates, and responds to internal stakeholders, external clients/vendors and customers/ members to ensure an exceptional customer/ member experience. Provides guidance and coaching to customer/members regarding the importance of maintaining account(s) in good standing thereby reducing risk and fostering potential membership growth.
• Performs other job-related duties.

What you will need:

• High School Diploma or GED required.
• 1+ years of experience in a Collections, Accounts Receivable, Loan Servicing, or high-volume outbound call environment; equivalent experience in Insurance claims, Retention, or Telesales may be considered required.
• Customer Service Excellence - Ability to deliver consistent, high-quality service while maintaining professionalism and member focus required.
• Basic Financial Knowledge - Understanding of fundamental banking concepts, products, and their application to member needs required.
• Active Listening - Skill in focusing on member communication, identifying underlying needs, and demonstrating understanding required.
• Mid-Stage Collections Strategies - Handling mid-stage past-due accounts with advanced negotiation required.
• Payment Plan Structuring - Creating tailored repayment plans that align with customer financial situations required.
• Objection Handling - Overcoming resistance and educating customers on repayment options required.
• Performance Tracking - Monitoring individual KPIs and adjusting strategies accordingly required.
• Cross-Department Communication - Working with risk, fraud, and legal teams on complex cases required.
• Communicates Effectively, Nimble Learning required.
• Microsoft Office Suite required.
• We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.