Collections Representative

Primary Purpose of Job

Collects on past due consumer and business banking accounts in a timely, orderly and professional manner while following standardized collections procedures that comply with Federal and State collection and bankruptcy laws.

Major Job Accountabilities

• Responsible for minimalizing losses related to past due retail consumer accounts in a goal-oriented environment using defined procedures and in compliance with Federal and State regulations and applicable laws.
• Contacts customers via collection calls and/or correspondence regarding their consumer loans, lines of credit, credit cards, and overdrawn accounts.
• Assists borrowers with collection-related issues which include but is not limited to: account adjustments, client discrepancies, customer reconciliations, and account settlements.
• Applies knowledge of company products and services, policies, procedures, and collections system when communicating with delinquent customers to properly evaluate and analyze account information to identify trends for possible risk and negotiate repayment terms to bring the account current.
• Performs skip tracing activities as needed or assigned to aid in locating a debtor.
• Documents communications and collection efforts completely, accurately, and succinctly.
• Identifies issues attributing to account delinquency and is able to escalate matters when necessary.
• Provides superior customer service in a professional and fair manner while assisting the borrower with financial hardship.

Experience Required

• One (1) to two (2) years of work experience in customer service, call center and/or banking experience.
• Two (2) years of work experience in collections experience (highly preferred).

Required Skills Or Training

• Strong verbal and written communication skills.
• Strong negotiation skills to deal with customers in adversarial situations.
• Must be able to resolve problems using sound judgment.
• Must be goal-oriented with a strong attention to detail.
• Able to prioritize and manage multiple responsibilities while working in a high volume, fast-paced environment.
• Proficient with using computers and utilizing multiple programs to perform research.
• Commitment to excellent customer service.

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!