Collections Associate I


  • Places inbound and outbound calls through an auto dialer system to negotiate and collect dishonored checks and past due or over-limit credit/debit card accounts.
  • Works with customer to negotiate a repayment arrangement in a minimal number of contacts.
  • Updates customer s contact and account information during each contact.
  • Responsible for account research including skip tracing, through the use of online credit bureaus and other systems.
  • Works with other internal FIS departments including customer service and accounting.
  • Contacts outside companies, e. g., agent banks, attorneys, credit counseling agents as needed.
  • Maintains control of the conversation with customer at all times. Follows basic call flow and handling procedures while adapting to each conversation using the phone skills and techniques learned during training.
  • Adheres to all departmental procedures and FDCPA (Fair Debt Collection Practices Act) regulations.
  • When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
  • May provide guidance and/or mentoring to less experienced Collections Representatives.
  • Other related duties assigned as needed.

Educational Requirements

  • High school diploma or GED. Associate s or Bachelor s degree is preferable.

General Knowledge, Skills & Abilities

  • Requires ability to navigate a computerized data entry system or other relevant applications
  • Working knowledge of collection laws, bankruptcy requirements and guidelines
  • Able to work with data entry systems, credit bureau reports and collection techniques
  • Excellent customer service and telephone skills
  • Excellent verbal and written communication skills
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
  • Ability to make decisions within specified parameters
  • Ability to work effectively with multiple tasks and situations
  • Ability to work in a Predictive Dialer environment
  • Ability to work productively in a high transaction volume environment
  • Ability to work both independently and in a team environment
  • May require the ability to accommodate a flexible work schedule
  • May require multi-lingual skills for specific position, e. g., English, Spanish

Entry level role. Basic skills with moderate level of proficiency. Places calls which are basic and routine. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires six months or more of experience in a call center in a collections- or customer service-related position in a service industry. One or more years financial services experience is preferable.

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