- Manage high volume of outbound and incoming member calls regarding delinquent accounts.
- Contact members via phone, email, and mail to discuss outstanding balances and set up repayment schedules.
- Utilize knowledge of bankruptcy, collateral protection, and credit reporting to assist members.
- Manage a queue of delinquent accounts and recommend repossession or charge-off actions.
- Prepare files for collateral recovery and submit for management approval.
- Review and prepare negative shares reports for charge-off.
- Provide guidance to teammates and assist with training new department staff.
- Review internal processes and recommend improvements to increase department efficiencies.
Customer service