Collections Associate

📋 Description

• Initiate contact with overdue borrowers by phone, email, or written message.
• Follow procedures and regulations for outreach; document all communications.
• Negotiate repayment plans or settlements based on financials and policies.
• Provide information on payment options and guide borrowers to resolve balances.
• Address inquiries about accounts, payment history, and related matters.
• Maintain professional, courteous attitude; ensure positive interactions.
• Document all interactions, including conversation details and promised payments.
• Update and maintain accurate records of accounts, payments, and history.
• Ensure compliance with debt collection laws and standards (e.g., FDCPA).
• Provide regular updates and reports on collection activities to supervisors.

🎯 Requirements

• 1-2 years in default or in-house collections; 0-60 day delinquency preferred.
• 1-2 years in a contact center environment.
• Experience in mortgage or financial services/banking preferred.
• Strong communication and negotiation skills.
• Familiarity with debt collection laws and regulations.
• Ability to handle difficult conversations and stay composed under pressure.
• Proficient with computer systems, databases, G Suite, and software.
• Able to commute to Charlotte, NC office on a hybrid basis.
• Quick, flexible learner; can navigate new technology platforms.
• Positive, problem-solving approach to customer service.
• Excellent communication and relationship-building capabilities.
• Ability to instill trust and rapport with customers.
• Strong organizational and prioritization skills.
• Flexible and adaptable to ongoing process refinements.

🎁 Benefits

• Health, vision, and dental insurance with employer-paid premiums.
• HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Employer-funded life and disability insurance coverage.
• 11 Observed Holidays and PTO plan.
• Up to 12 weeks paid family leave.
• Continuing education reimbursement.