Overview In this onsite Contract role in Middletown, NY, you support delinquency management and member account resolution. You balance firm collections with attentive member service while adhering to regulatory guidelines. You handle account follow-up, payment arrangements, and documentation to reduce delinquency and maintain accurate records. You collaborate on non-routine actions and contribute to efficient financial tracking and internal controls. This is a hands-on position with a clear impact on member outcomes and department performance.
Responsibilities- Contact members and stakeholders by phone to address past-due accounts and move collections forward
- Guide members through resolution options such as hardship support, settlements, and short-term payment plans
- Complete collection-related service requests (deferments, payment postings, account updates)
- Maintain thorough records of all collection activity in the designated system
- Research account details with supporting documents (payments, statements, credit reports) when needed
- Partner with leadership on non-routine actions (legal review, repossession, outside agencies, bankruptcy)
- Recommend accounts for charge-off and manage related maintenance
- Handle collection payments and communicate with external parties; manage daily department mail and communications
- Monitor online banking requests and assist with reconciliations and departmental tasks
- Identify workflow improvements to strengthen accuracy, controls, and performance
