Bilingual Collector II
Hybrid · Phoenix, Arizona, United States
Job Summary
Collector II role in a credit-union collections environment focusing on advanced delinquency resolution across auto, unsecured, deceased, and business loans. Responsibilities include negotiating payments, skip tracing for contact/locations, collateral/repossession coordination and remarketing, supervising bankruptcy queues, and collaborating with risk, fraud, and legal teams to ensure compliant, effective member-centered collections. Requires FDCPA/state laws knowledge, HIPAA, strong customer service, and mid-stage collections experience; emphasizes teamwork and coaching fellow collectors.
Required Qualifications
- High School Diploma or GED
- 1+ years of Collections experience
- Customer Service Excellence – Ability to deliver consistent, high-quality service while maintaining professionalism and member focus
- Basic Financial Knowledge – Understanding of fundamental banking concepts, products, and their application to member needs
- Active Listening – Skill in focusing on member communication, identifying underlying needs, and demonstrating understanding
- Mid-Stage Collections Strategies – Handling mid-stage past-due accounts with advanced negotiation
- Payment Plan Structuring – Creating tailored repayment plans that align with customer financial situations
- Objection Handling – Overcoming resistance and educating customers on repayment options
- Performance Tracking – Monitoring individual KPIs and adjusting strategies accordingly
- Cross-Department Communication – Working with risk, fraud, and legal teams on complex cases
- Communicates Effectively, Nimble Learning
- Microsoft Office Suite required
Desired Qualifications
- Bilingual (additional languages as applicable)
- Experience negotiating payment plans
- Experience with skip tracing
- Knowledge of FDCPA and state collection laws
- Strong customer service orientation
- Proficiency in Microsoft Office Suite
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