Under direct supervision the Collections Representative is responsible for collection delinquent accounts by phone or correspondence. Uses computerized system for tracking, information gathering, and/or

troubleshooting. The Collections Representative answers basic inquiries or resolve problems by following routine procedures and processes.

This position is fully remote but candidates must be located within an hour from the Plano, TX area.

Job Responsibilities

• Responsible for collecting on assigned delinquent accounts by telephone, or correspondence if necessary.
• Supports dialer function through outbound manual dialer campaign.
• Assigns accounts to agencies for repossession, skip-tracing, or in-person collection activity when approved by appropriate authority level.
• Assigned the authority to process and/or assign accounts to Adjustment Queue for payment re-allocations and fee/balance waivers when applicable.
• Understands and adheres to company collection and extension policies, the Fair Debt Collection Practices Act, and company confidentiality and privacy issues.
• Uses effective time management to ensure customer service experience is satisfactory and meets expectations.
• Ensures that all steps necessary are taken to protect the interest of the company.
• Protection of information and compliance with the law are paramount. Protecting employee, customer and corporate information is everyone's responsibility at Eaglemark Savings Bank. All employees must follow established safeguards, including policies regarding data protection, segregation of duties, and access to information based solely on business need. Further, it is the responsibility of all employees to maintain awareness and understanding of relevant laws, regulations, internal policies and procedures, and to comply with all of them.

Education Requirements

Education Specifications

• High School diploma/GED Required.

Experience Requirements

Required

• Typically requires a minimum of 2 years of related collections experience, 5+ years preferred.
• Located within one hour of Plano, TX.
• Adherence to high ethical standards of truthfulness, honesty and fairness.
• Ability to prioritize workflow to meet department objectives.
• Proficient with computer systems and keyboarding/data entry skills with moderate speed and accuracy.
• Detail-oriented and highly organized with exceptional written communication skills and the ability to verbally articulate and convey information tactfully and professionally.
• Must possess critical thinking, analytical, and effective negotiation skills with the ability to handle a large volume of Collection accounts and inbound and outbound calls from customers or other associates.
• Flexible and open minded with an ability to work in a team environment and influence others to accept and adapt to change.
• Self-motivated, professional with strong organizational and problem-solving skills.
• Ability to work in a fast paced, time-sensitive environment.
• Access to high-speed, hard-wired internet service.

Preferred

• Previous CBS call model experience