Offer summary

Qualifications:

1+ years of experience in collections or customer service is required., Strong verbal, written, and interpersonal communication skills are essential., Proficient in computer skills and able to navigate multiple software applications., Ability to handle difficult customer situations with professionalism and tact..

Key responsabilities:

Review and collect on assigned delinquent accounts according to policies and procedures.

Contact delinquent members through various communication methods to negotiate payment plans.

Maintain detailed records of all communications regarding member accounts and follow up on payment arrangements.

Assist members with payment processing and address inquiries related to their accounts.

Job description

Connexus Credit Union - Who We Are:

Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest.

As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.

Connexus offers an Amazing Benefits package:

20 days of paid time off and 8 paid holidays
16 hours of paid Volunteer Time Off
401K Retirement with up to 6% employer match
Excellent Health, Dental, Vision insurance, including multiple plan options
Health Savings Account with generous employer contributions
Employer paid Life insurance, Short-Term and Long-Term Disability
Tuition Reimbursement from $4,000 - $7,000 per calendar year
Robust Learning and Development program that includes an annual professional development stipend

Responsibilities:

Review and collect on assign delinquent accounts in accordance with applicable rules, regulations, policies and procedures.
Contact delinquent members by telephone, mail, and electronic communications.
Handle inbound calls from members, including returning voicemails, and emails in a timely manner.
Analyze member needs by reviewing individual loan data to gather background information, determine potential reason for delinquency and collection ability. Negotiate payment plans as necessary to bring the account to current status.
Monitor and follow up on accounts with promises to pay and payment plan ensuring the arrangements have been kept and determine next steps for collection activity if broken.
Maintain an accurate and detailed written record of any and all communications made regarding member accounts, to include but not limited to; delinquency, repossession, bankruptcy, charge-off, etc.
Skip trace delinquent loan accounts for new phone number, addresses, etc.
Submit all required notices to members at appropriate times.
Assist members in processing payments over the phone, correcting and adjusting automatic payment.
Review accounts to determine availability of deferment time and process deferment.
Adjust late fees and small balances in accordance with policy and procedure. Forward adjustments to Collections Manager for approval and completion.
Provide excellent service to members through verbal and written inquiries regarding general loan questions.
Research, analyze and respond to member payment history or FPI questions.
Work as a team to meet specific department goals for delinquency and abandonment rate.

Position Requirements:

This position is Remote.
1+ years of experience Required.
Experience in addressing difficult customer service situations and providing resolutions in a professional and tactful manner is Required.
Excellent verbal, written, listening, and interpersonal communication skills, along with the ability to remain assertive and confident when dealing with difficult situations.
Ability to multi-task and work in a fast paced, goal oriented environment.
Proficient computer skills with the ability to navigate among several system applications and software programs.
Evidence of ability to be organized, analytical, and resilient.
Willing and able to work evening hours as needed.

Connexus Credit Union's Employer Recognitions: