Purpose of Job The Member Debt Representative is responsible for understanding member's needs and delivering intelligent personalized solutions and education that will improve their overall financial security. Payment arrangements may be negotiated in order to minimize loss to the organization. In addition, this role protects the financial interests of USAA by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards; follows the Fair Debt Collection Protection Act (FDCPA) and all local, state and federal laws pertaining to loan verification and collection.
We are currently seeking talented Member Debt Rep III for our Phoenix, AZ facility.
Uses established procedures and job experience to carry out moderately complex work assignments and conducts member research as necessary.
Collaborates with team members to resolve issues and identify appropriate issues for escalation.
Contacts members in early stages of delinquency and across all USAA product lines through automated and manual outbound dialing; receives inbound collections and general servicing calls.
Utilizes extensive skip tracing tactics such, Lexis/Nexis, Accurint and ordering door-knocks to locate members' addresses and phone numbers.
Under direct supervision, performs individual member needs assessment, determines the reason for delinquency and offers appropriate solutions while educating members to resolve delinquency; negotiates mutually satisfactory payment arrangements.
Follows the Fair Credit Reporting Act (FCRA) and all other applicable local, state and national laws and regulation surrounding the collection industry.
Completes required account verification, account maintenance, and documents all contact and collection attempts.
Up to 1 year of customer contact experience
Foundational knowledge of company products/services and application of knowledge, skills and abilities.
Experience multi-tasking within a Windows operating system environment.
High School Diploma or GED equivalent.
*Qualifications may warrant placement in a different job level.*
When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.
Loss mitigation experience
Knowledge of MDS collections software, such as RMS, FDR, CACS, ALS
Strong computer skills, knowledge of Microsoft Office Products (Word, Excel, Outlook)
Monday through Thursday from 6:30 a.m. to 4:00 p.m., rotating Friday/Saturday 5 a.m. to 9 a.m. Hours may change depending on Daylight savings.
-Drives for results, analyzes issues and makes decisions
-Collaborates with others and effectively manages relationships
-Demonstrates organizational skills and able to multi-task effectively
-Strong verbal and written communication skills
-Excellent negotiation and listening skills
-Ability to use multiple collections systems
-Ability to discuss and educate members on financial tools and budgeting
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.
Relocation assistance is not available for this position.
For Internal Candidates:
Must complete 12 months in current position (from date of hire or date of placement), or must have manager's approval prior to posting.
Last day for internal candidates to apply to the opening is 11/05/17 by 11:59 pm CST time.