Collections Representative

Description
Hours:
Monday-Friday 8am-5pm, Occasional evenings or weekends depending on collection needs

Location:
Headquarters

3035 SW Topeka Blvd.

Topeka, KS 66611

Role
The Bank Collections Representative is responsible for managing delinquent accounts to minimize losses while maintaining positive customer relationships. This role involves contacting customers with past due accounts, negotiating repayment solutions, and ensuring compliance with banking regulations and company policies. The ideal candidate will be skilled in communication, problem-solving, and conflict resolution.

Requirements
Essential Functions & Responsibilities:
Responsibilities

• Contact customers regarding past due accounts via phone, email, and written correspondence.
• Negotiate repayment plans and settlements that align with customer circumstances and bank policies.
• Monitor and follow up on accounts to ensure timely payments are made.
• Document all collection activities accurately in the bank's system.
• Educate customers on payment options, account terms, and financial responsibilities.
• Escalate unresolved or high-risk accounts to management for further action.
• Adhere to all federal and state collection laws, as well as internal compliance standards.
• Collaborate with other departments (e.g., Customer Service, Loan Servicing, Bankcards, Accounting) to resolve account issues.
• Provide exceptional service while maintaining professionalism and empathy during difficult conversations.

Additional Responsibilities

• Assist with the processing of repossessed collateral; to include ordering titles, filing VSI claims, inventory of personal belongings, and advertising to sell.
• Assist with the filing of GAP Claims
• Complete various workflows including bankruptcy, overdraft privilege, transfers and fee reversals.
• Prepare files for charge off, obtain all required documents for the legal process.
• Assist Lead Collection Representative in processing recoveries obtained from outside attorney.

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time with or without notice.
Experience
Prior experience in collections, customer service, or banking/finance is strongly preferred

Education
High school diploma or equivalent

Skills & Abilities

• Strong communication, negotiation, and conflict resolution skills is essential for resolving delinquent accounts, disputes and negotiating payment plans with customers
• Knowledge of accounting/general ledger and math skills necessary for calculating payments and reconciling accounts
• Ability to remain professional and calm under pressure
• Strong organizational stills and attention to detail to ensure accuracy in account documentation and payment processing
• Strong problem-solving ability
• Ability to adapt to changing situations and prioritize tasks effectively

Technical Skills
Proficiency with banking software, Microsoft Office and data entry systems

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, and walk. Some light physical effort required.

Travel
Travel is negligible

Work Environment

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets, and fax machines.
• Office or call center setting; may involve hybrid/remote work depending on employer.

Other

• Applicants must pass a drug screen and background checks
• Internal applicants must meet the minimum requirements of their current job and submit a cover letter and resume via the employee portal

CoreFirst provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CoreFirst Bank & Trust complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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