Bilingual Collections Specialist

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Collections Specialist II plays a vital role in the Credit Union’s success by managing the collection process for delinquent accounts while maintaining a high level of customer service. This role is responsible for engaging with members, negotiating payment arrangements, and resolving outstanding balances in a timely and efficient manner. This position requires a strong understanding of collections practices, excellent communication skills, and a commitment to delivering superior results.

Essential Functions and Responsibilities

• Contacts and engages with members by phone, email, and SMS texting to notify of their delinquent status and initiate collecting on loans, credit cards, and overdraft deposit accounts.  Utilizes skip-tracing techniques and tools to locate and contact members with difficult-to-reach accounts.
• Assists members in understanding their financial obligations, obtaining payments, and establishing realistic repayment plans. Follows up when repayment plans are not met.
• Documents all communication, payment arrangements, and processes related to collections efforts in a timely and detailed manner within required databases.
• Makes decisions, using ethical collection techniques and financial analysis which mitigate Truliant’s risk of loss while preserving member retention and promoting member loyalty.
• Utilizes multiple operating systems to maintain accounts throughout the collections process.
• Handles high volumes of in and outbound calls and servicing requests via email to consistently meet or exceed established Credit Union service standards, key performance metrics, and departmental service level agreements.
• Provides mentoring and support to Collections Specialists I, assisting with complex cases and helping to improve overall team performance.
• Assists leadership in developing and implementing strategies to reduce delinquency rates and improve collection efficiency.
• Participates in regular training sessions and meetings to enhance knowledge and skills in collections practices.
• Monitors member accounts and identifies signs of potential financial distress to identify opportunities to offer short term modification solutions or refer for workout loan consultation.
• Responds promptly to internal and external member inquiries and concerns with professionalism and empathy.
• Collaborates with other team members and departments to resolve complex member issues effectively, accurately, and in a timely manner.
• Engages in ongoing training and knowledge development of Truliant products, services, and collection techniques through training and self-directed learning.
• Follows credit union policies and guidelines to ensure compliance with debt collections laws and regulations.
• Processes recommendations for repossession to the Repossession Specialists.
• Performs detailed research and compiles documentation for charge off disputes submitted by members and third-party collection vendors.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

 Knowledge, Skills, and Abilities

• Possess a strong understanding of standard collections laws, practices, procedures, regulations and compliance requirements. Knowledge of collection procedures; knowledge of bankruptcy concepts, repossessions and recovery is preferred
• Must have excellent negotiation and problem-solving skills, with the ability to handle difficult conversations with members effectively.
• Must have excellent communication skills in English, both verbal and written
• Must be proficient in using collection software and skip-tracing tools
• Must have basic personal computer skills, including MS Office
• Must have exceptional attention to detail and accuracy in documentation
• Must be able to maintain objectivity and emotional stability under pressure
• Must have ability to understand all business processes within the credit union
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete all assignments with minimal supervision
• Should possess a strong commitment to providing excellent service to Truliant’s members

Physical Requirements

•    Occasional standing, walking, bending, and stooping required
•    Must be able to sit at a desk for long periods of time and use a computer
•    Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• Bilingual (English/Spanish) proficiency required
• High school diploma or equivalent; college education preferred.
• Minimum 5 years’ experience in financial services, call center, or collections environment required.

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant! 

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching  
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account