Account Service Representative

Employment Type

: Full-Time


: Customer Service/Call Center

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.

Job Requirements:

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 .


Education :

High School Diploma or GED

Experience :

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

Associated topics: account representative, biller, collection, commission, insurance, loss, mortgage, overdue, pay, reconcile

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