Bilingual Recovery Specialist

PenFed Credit Union; San Antonio (TX); Sur place; USD 37 000 - 57 000; Plein temps

Résumé du poste

PenFed Credit Union in San Antonio, TX is seeking a Bilingual Recovery Specialist to manage the recovery of charged-off consumer loans. The role requires strong analytical, negotiation, and communication skills and will operate in both manual and automated collection environments. You will develop repayment plans, pursue settlements, and document activities.

Fluency in English and Spanish is required. The position is onsite at the San Antonio Service Center with availability for

Qualifications

• Bachelor’s degree in business, accounting, finance, or related field is required.
• Minimum 4 years’ collection/recovery experience, preferably at a financial institution.
• Minimum 4 years’ call center collections or customer service experience.
• Minimum 2 years of pipeline management and/or sales negotiation experience.
• Minimum 1 year of deep skip training and fraud investigation experience.
• Understanding of preventative, productive and remedial financial counseling.
• Proven ability to meet or exceed goals in a metrics driven organization.
• Strong communication, negotiation, analytical, decision-making and written skills.
• Ability to multi-task.
• Available to work weekends, evenings and overtime periodically.
• Must be fluent in both English and Spanish.
• Experience with AI tools preferred.

Responsabilités

• Manage a pipeline of charged-off loans in both manual and automated collection environments.
• Review charged-off loans to determine action and initiate follow-up with detailed records.
• Use analytical and negotiation skills to maximize recovery.
• Collaborate with other departments and act as SME, escalating as needed.
• Communicate through phone, email, mail, chat and text to recover debts.
• Review and negotiate settlements and short-sale arrangements within authority.
• Determine delinquency causes and provide repayment options including paid in full and settlement.
• Handle complex settlements and IRS reporting considerations.
• Cross-train and support other recovery team functions to prevent single points of failure.
• Use skip tracing and credit bureau data to locate members; contact third parties as needed.
• Maintain compliance with FDCPA, UDAAP, TCPA, FCRA and internal policies.
• Maintain daily activity records and report progress to management.
• Identify options for writs, offsets, and other remedies to recover funds.
• Suggest process improvements to Recovery Operations Management.

Connaissances

Bilingual (English/Spanish)

Negotiation

Analytical skills

Call center collections

Pipeline management

Fraud investigation

Financial counseling

Written communication

Formation

Bachelor’s degree in business/finance/accounting

Description du poste

PenFed is hiring a Bilingual Recovery Specialist to work onsite at our San Antonio, Texas Service Center. This role is responsible for the comprehensive management and recovery of charged-off consumer loans and accounts, requiring a strong combination of analytical, negotiation, and communication skills. The specialist will work within both manual and automated collection environments, employing analytical and negotiation skills to maximize recovery on each account. This includes initiating follow-up activities, maintaining meticulous records, and utilizing various communication methods to resolve outstanding debts. A critical aspect of this role involves determining reasons for delinquency and offering appropriate repayment plans, including paid-in-full and settlement options, in accordance with established PenFed procedures.

An equivalent combination of education and experience is considered

• Bachelor’s degree in business, accounting, finance, or another related field is required.
• Minimum of four (4) years’ collection/recovery experience required, preferably at a financial institution.
• Minimum of four (4) years’ experience with call center collections or customer service experience required.
• Minimum of two (2) years of Pipeline Management and/or sales negotiation experience required.
• Minimum of one (1) year of deep skip training and fraud investigation experience required.
• Understanding of preventative, productive and remedial financial counseling is required.
• Proven ability to meet or exceed goals in a metrics driven organization.
• Strong communication, negotiation, analytical, decision-making and written skills.
• Ability to multi-task.
• Available to work weekends, evenings and overtime periodically.
• Must be fluent in both English and Spanish.
• Experience with A.I. tools preferred.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

Any collections or recovery related certificates recommended.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on-call will not be required.

Pay Transparency

The anticipated starting hourly range for this role is $26.77- $41.27. This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval. This position is eligible for an individual performance based annual bonus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Work a pipeline of charged off consumer loans and accounts in both a manual and automated collection environment.
• Reviewing charged off loans to determine course of action to be taken then initiate appropriate follow-up activity, maintaining detailed records of all recovery activities.
• Use analytical and negotiation skills to recover the top dollar on each account worked.
• Collaborate and assist other departments and individuals within PenFed regarding members and 3rd party inquiries acting as a SME and **escalate** to appropriate channels as needed.
• Uses various communication methods to work and cure outstanding debts on PenFed accounts including telephone, email, mail, chat and text message.
• Review and negotiate settlement and short sale arrangements with members within their settlement authority level.
• Determine the reason for delinquency and provide options and/or repayment plans including paid in full and settlement ensuring to use approved internal procedures and policies to assist the member directly or through debt settlement companies.
• Work and solve complex scenarios such as settlements and the corresponding agreements and IRS reporting.
• Cross train and support functions of post charge off recovery team ensuring no single point of failure exists.
• Using skip tracing methods, credit bureau information and application data contact third parties such as relatives of the delinquent member, employers, personnel officers, creditors on credit bureaus for determining location/whereabouts of the member.
• Assist with maintaining PenFed’s compliance with all applicable federal, state and local laws, regulations and ordinances by abiding by PenFed’s compliance program and all policies, procedures, rules and regulations including and not limited to FDCPA, UDAAP, TCPA, and FCRA.
• Maintain records of all daily activities and report to Mgr Collections Recovery as needed.
• Identify options for writs of attachments, offsets, legal remedies and cross collateralization within prescribed Credit Union procedures to recover charged-off funds.
• Identify and provide feedback on bottlenecks, work stoppages, and opportunities for process improvement to the Recovery Operations Management team.
• Monitor quality and quantity of work to meet individual KPIs, and goals. Work with the recovery team to meet monthly, quarterly and yearly recovery collection goals.
• Assist with other projects as necessary, which can include training and shadowing of new employees.