A Collections Service Representative (CSR) II serves as a liaison between the member and the Credit Union. Works independently with limited supervision in a high volume in-bound and/or outbound call center. Responds to and resolves member inquiries, problems, and/or complaints while maintaining member relations. A CSR II creates a memorable member experience through their professional interactions and commitment to the Credit Union’s Service Promises. Perform collection activity on past due accounts for consumer auto loans, credit cards and/or overdraft accounts. Ensures that actions are properly documented and records and files appropriately maintained. Reviews delinquent accounts, determines Credit Union position and, as circumstances indicate directs and assists legal counsel in collections proceedings. Ensures the Credit Union’s professional image is well maintained.

Required Skills

• Excellent communication skills both written and oral. • Ability to exceed all performance objectives/goals as established per position. • Above average ability to use a personal computer and related software applications including Microsoft Word, Excel, Outlook, and Tasks.

Preferred: Ability to effectively communicate in English/Spanish

Required Experience

Two (2) years of experience as a CSR at FLFCU or equivalent collections experience required.

• Excellent communication skills both written and oral. • Ability to exceed all performance objectives/goals as established per position. • Above average ability to use a personal computer and related software applications including Microsoft Word, Excel, Outlook, and Tasks.

Preferred: Ability to effectively communicate in English/Spanish