Manage delinquent loan accounts by working directly with customers to identify solutions, establish payment arrangements, and help bring accounts back to a current status
Contact customers with past-due accounts to discuss repayment options and establish payment plans
Negotiate solutions that align with both customer needs and bank guidelines
Analyze borrower financial situations to determine appropriate collection strategies (Levels II & III)
Maintain accurate and detailed records of all account activity, communications, and payment arrangements
Research and resolve account discrepancies, including payment issues and transaction history
Prepare written correspondence, including demand letters and customer communications
Partner with internal teams (loan officers, recovery specialists, etc.) to resolve accounts
Ensure compliance with all regulatory requirements and internal policies

High School Diploma or GED required
Level I: 1+ year of customer service, collections, or related experience
Level II: 3+ years of collections or loan servicing experience
Level III: 3+ years (typically 5+) in advanced collections, recovery, or complex account management
Strong communication and negotiation skills
Excellent customer service and problem-solving abilities
High attention to detail and ability to manage multiple priorities
Analytical mindset with sound decision-making skills (especially Levels II & III)
Knowledge of collections practices, regulations, and loan products preferred

Opportunity to grow across clearly defined levels
Exposure to a variety of lending products and customer scenarios
Collaborative team environment
Ability to make a meaningful impact by helping customers find financial solutions

Collections Representative

Key skills