Collections Representative

Job DescriptionJob DescriptionJob Title: Collections RepresentativeLocation: Rochester, NYHire Type: Temp - to - Perm Pay Range: $21.00 - $24.00/hourWork Type: Full-timeWork Model: OnsiteWork Schedule: Monday - Friday, 8am - 5pm Recruiter Contact: Luisa Beato Nature & Scope:Positional OverviewThe Imagine Group is recruiting for a Collections Representative on behalf of our client, a leading community-focused financial institution in Rochester, NY. This bank provides a range of personal and business banking services, including loans, deposits, and investment solutions. It emphasizes strong customer relationships, local community engagement, and personalized financial guidance. The organization is committed to innovation, financial education, and delivering reliable, high-quality banking experiences.In this role, you will be responsible for managing delinquent accounts and helping customers get back on track through personalized financial guidance and structured repayment solutions. You'll play a key part in supporting borrowers while ensuring compliance with all internal policies and regulatory requirements.Role & Responsibility:Tasks That Will Lead to Your Success

• Contact delinquent borrowers to arrange for timely repayment. Most of the contact is initiated though telephone contact. Letters and approved e-mails are other permissible contact options. A measurable goal is the expectation for borrower contact via telephone: Example - An average of 135 calls per day.
• Obtain updated borrower information. Verify information with each interaction. Utilize standard collection practices when attempting to located borrowers such as skip tracing tools and techniques; approved social media outlets; and approved and authorized references and third parties. Fully, clearly and concisely document all borrower interactions and conversations. Fully disclose all collection activity
• Solid knowledge of regulations governing collection activity such as, but not limited to: FDCPA, SCRA, Privacy, Fair Lending, and Identity Theft. Must ensure strict adherence is critical to avoid sanctions, fines and penalties both from a Bank and personal liability standpoint.
• Resolution of delinquency; NSF items; returned electronic payments; all for the purpose of reducing delinquency and avoiding losses. Creation of repayment/workout plans that are both good for and reasonable for the borrower and the Bank.
• Daily review of delinquent queues and borrowers to identify potential/y serious problems; to receive immediate repayment and to schedule future payments. A measurable goal is the expectation for acquiring electronic payments: Example - 200-250 per month.
• Define problems, collect data, establish facts. Promptly respond to all inquiries. Research borrower inquiries and resolve payment posting issues. Provide loan history information and explanations. Work closely with peers across the Bank to provide the best possible borrower experience. Develop solid working relationships with: Branches, Loan Servicing, Banking Center and Systems Analysts.

Skills & ExperienceQualifications That Will Help You Thrive

• High School Diploma or equivalent
• Prior Experience: 2+ years of Collection, Banking, Customer Service, Call Center, Sales, Auto Financing, Collection Agency, Law Firm, Credit Union.
• Strong verbal and written communication skills. Demonstrated customer service skills.
• Basic knowledge of the collection function.
• Working knowledge of Microsoft Office, Windows operating system, and Excel applications with the ability to learn new and existing Banking software.
• Analytical ability to interpret data and to make sound decisions and logical recommendations. Excellent negotiation skills with the ability to overcome objections.
• Strong organizational skills.