The Account Service Representative manages a que of accounts with credit unions to assist in resolving delinquent member account issues. The ASR builds rapport, provides excellent customer service, and helps to impact people in a positive way.
Manage a weekly quota in line with required service delivery expectations in an inbound and outbound call environment.
At the direction of the client, make adverse action recommendations when appropriate.
Work with delinquent members/customers to resolve delinquency, within the scope of established financial institution (FI) policies and procedures.
Document all pertinent information related to your account activities
Report daily accounts worked, right parties contacts, and promises negotiated.
Attend and participate in client meetings, as needed
At the direction of the client, complete repossession and/or bankruptcy coordination paperwork
Perform other duties as assigned
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
Specific vision abilities required by this job include close vision
Ability to occasionally lift/move up to 25 pounds
Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department .
High School Diploma or GED
Minimum (2) years first party collection and/or customer service experience required
Knowledge, Skills, and Abilities
Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion and Trust
General knowledge of the Fair Debt Collection Practices Act (FDCPA) and UDAAP.
Translate training and instruction into action
General knowledge of the repossession process and bankruptcy laws
Identify and resolve problems
Plan, organize, prioritize tasks, and work independently
Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids
Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
Demonstrated excellent analytical and quantitative skills
Ability to exercise discretion and good judgment in making decisions
Ability to maintain confidentiality of materials handled
Ability to be flexible and work under high pressure in a complex environment
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