Customer Service Rep - Remote

Aston Carter is a mission-driven financial institution focused on member service and employee growth. They are seeking a Loan & Share Mediator to manage delinquent loan accounts, conduct member communications, and ensure compliance with collection regulations.

Responsibilities:

• Manage assigned delinquent accounts, including:
• Negative share balances
• MasterCard accounts
• Consumer and small‑balance commercial loans
• Perform outbound calls to members regarding past due balances
• Maintain accurate records supporting collection efforts and audits
• Stay updated on:
• Bankruptcy and foreclosure regulations
• Telephone Collection Practices Act (TCPA)
• Fair Debt Collection Practices Act (FDCPA)
• Fair Credit Reporting Act (FCRA)
• CFPB guidelines
• Understand rules surrounding right of offset, freezing funds (SSI, SSD, pension), and deceased member procedures
• Recommend repossessions, charge‑offs, and next‑step actions to management
• Maintain productive relationships with attorneys, repossession agents, and related vendors
• Track and report collection metrics and performance data
• Provide excellent member service while meeting individual performance goals

Requirements:

• High School Diploma required
• Outbound calling experience
• Call center background
• Strong Excel skills
• Must reside within the Albany or surrounding area
• Strong attention to detail and documentation accuracy
• Ability to understand and apply regulatory standards
• 2+ years of telephone collections or call‑center experience
• Data entry
• Customer service
• General clerical or administrative experience
• Microsoft Office
• V‑Lookups and Excel functions
• Collections background