Senior Collections Representative

Paycom - ATS; California, Northern (MO, KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with match

Paid vacation

Paid holidays

Volunteer time off

Job summary

First Internet Bank is seeking a Senior Collections Representative to contact delinquent borrowers and recover past due payments while delivering professional, compliant, and customer-focused service. You will manage complex accounts and escalate as needed, maintaining knowledge of consumer lending regulations.

The role emphasizes documentation, option explanations, and adherence to policies in a fast-paced, office setting with strong teamwork and accuracy expectations.

Qualifications

• Three or more years of direct collections experience, including complex/delayed accounts.
• Strong interpersonal, verbal, and written communication skills.
• Ability to work with multiple computer systems and meet procedures.

Responsibilities

• Contact delinquent borrowers to collect past due payments and fees.
• Explain payment options and account status to borrowers.
• Document all collection activity accurately in the servicing system.
• Follow established collection policies and regulatory requirements.

Skills

Collections experience

Customer service

Regulatory compliance

Communication skills

Education

High school diploma or equivalent

Tools

CRM systems

Job description

**About the Position:**As the Senior Collections Representative, you will contact delinquent borrowers within assigned accounts to collect past due payments and fees while providing professional, compliant, and customer-focused service. You will independently manage complex and escalated delinquent accounts, utilizing advanced collections knowledge and judgment to achieve favorable outcomes.**What You Will Do:*** Contact delinquent borrowers within assigned accounts for successful collection of past due payments and fees.* Communicate with borrowers via phone, email, and written correspondence in a professional and compliant manner.* Document all collection activity accurately and timely in the loan servicing system.* Explain payment options, account status, and basic loan information to borrowers.* Follow established collection policies, procedures, and regulatory requirements.* Identify accounts requiring escalation and refer to senior collections staff or management as appropriate.* Maintain knowledge of applicable consumer lending and collections regulations.* Perform other duties as assigned.**What We're Looking For:*** High school diploma or equivalent required.* Three or more years of direct collections experience, including managing complex and escalated delinquent accounts.* Previous experience handling bankruptcy and/or foreclosure accounts is preferred.* Proven experience with handling customer inquiries, resolving issues, and maintaining a positive and professional demeanor in challenging situations.* Ability to learn and use multiple computer systems and web-based tools.* Strong organizational and time management skills.* Ability to follow procedures and apply sound judgment within established guidelines.* Strong interpersonal, verbal, and written communication skills.* Ability to work effectively in a fast paced, team-oriented environment**Working Conditions/Demands:*** Professional office setting.* Primarily sedentary position requiring long periods of time working at a computer.* Must be able to move throughout the office and buildings to obtain or relay information.* Must be able to perform the essential functions of the position with or without reasonable accommodation.We're not just another bank and we're not looking for just another employee. Since 1999, First Internet Bank has been dedicated to finding a better way to bank and doing things that have never been done before. Yes, we really were the first state-charted, FDIC insured bank to operate entirely online and we have been leading the way ever since.At First Internet Bank, our workplace is built around people. Guided by four core competencies - Collaborate to Win, Adapt with Agility, Decide for Impact, and Put People First - we've created an environment where individuals feel empowered, supported, and inspired to do their best work. This commitment to collaboration and growth has earned meaningful recognition, including being named a Top Workplace multiple times and one of the Best Banks to Work For. We're proud of these honors because they reflect what matters most to us: our team.This culture comes to life at our 175,000-square-foot headquarters in downtown Fishers, designed with our people in mind. Inside, you'll find thoughtfully designed workspaces, an onsite fitness center and The Backyard, our 18,000-square-foot open-air deck with fire pits, covered pergolas, a waterfall, and plenty of greenery for stepping away and recharging. Add free snacks, soft drinks, beer on tap, unlimited volunteer time off, continuous education opportunities for development and regular team events, and you'll find plenty of ways we support connection and a great workday.**Our benefits package includes the following and so much more:*** Medical, Dental, and Vision Insurance for Full-Time employees - Eligibility begins on day one of employment* 401(k) Retirement Plan with Generous Match for Full-Time and Part-Time employees - Eligibility begins on day one of employment* Professional Development Reimbursement* At Least 3 Weeks Paid Vacation Annually - For New Employees, Paid Vacation is Adjusted Based on Start Date* Eleven Paid Holidays* Paid Volunteer Time* Annual First Internet Bank-branded merchandise allowanceEqual Opportunity Employer - Women, Minorities, Veterans and Individuals with DisabilitiesIf you are a California resident, you may be entitled to certain rights regarding your personal information. Additional information about our data collection practices and location specific notices is available on our privacy policy. Click to read more.The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c). Click to read more.