Collections Representative, Consumer & Mortgage Collections
Overview
You will own delinquent account resolution at BrightBridge Credit Union, managing a portfolio of consumer and mortgage loans while ensuring compliance with state and federal regulations. You will work onsite in Lawrence, MA, collaborating with a supportive team across departments. This role offers ongoing training, career development, and the chance to make a real difference in the community. What sets this opportunity apart is the focus on bilingual member support and the direct impact on member relationships.
What You'll Do10
- 1Review and document account status, initiating telephone contact on delinquent loans within your first 90 days.
- 2Research accounts on delinquent loan reports to detect and correct Credit Union errors promptly.
- 3Prepare correspondence for special handling, including USPS mail, certified mail, and email.
- 4Answer incoming member contacts and work Collection queues, making outbound calls to resolve delinquency.
- 5Use the Collections system to document all interactions and actions accurately.
- 6Conduct skip tracing to obtain current contact information for delinquent members.
- 7Establish and monitor payment plans, using collection tools and delinquent loan activity reports to minimize losses.
- 8Determine reasons for delinquency and work toward permanent solutions, revoking ATM/Debit cards and placing holds as needed.
- 9Research and address credit reporting disputes through e-Oscar, maintaining dispute logs.
- 10Recommend accounts for charge off or legal action, sending accounts to outside agencies as directed.
Requirements7
- 1High school education or equivalent required.
- 22-3 years of recent and progressive experience in consumer or mortgage collections in a financial institution preferred.
- 3Experience in a call center and/or financial institution preferred.
- 4Excellent telephone and communication skills required.
- 5Demonstrated written and verbal communication skills with the ability to handle difficult situations.
- 6Proficiency with MS Office and various computer programs.
- 7Bilingual (English/Spanish) preferred.
Salary Insight
$48 - $50k per year
Location
Required Skills
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