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Consumer Credit Specialist / Collector
About the Role
Extraco Banks is seeking a customer‑focused Consumer Credit Specialist / Collector to support the Consumer Lending team at our Waco - Midway location. This role manages delinquent consumer loan accounts while ensuring regulatory compliance, strong customer relationships, and protection of the Extraco brand. The ideal candidate is comfortable handling difficult conversations and balancing collections, customer service, and business development in a fast‑paced environment.
What You’ll Do:
Collections & Delinquency Management
- Manage assigned delinquent consumer loan accounts in accordance with bank policy and regulatory requirements.
- Conduct inbound and outbound calls to resolve past‑due balances with an emphasis on problem resolution.
- Negotiate payment arrangements, settlements, and resolutions within approved authority.
- Meet or exceed corporate delinquency and loss mitigation objectives.
Credit Risk & Regulatory Compliance
- Understand and adhere to all applicable consumer loan collection laws and regulations.
- Maintain a thorough working knowledge of lawsuits, repossessions, Servicemembers Civil Relief Act (SCRA), and bankruptcy.
- Review, monitor, and manage reporting data on delinquent accounts, repossessions, lawsuits, and settlements.
- Ensure all collection activity is documented accurately and timely.
Customer Service & Retention
- Communicate professionally and respectfully with customers by phone and in person.
- Handle difficult or sensitive conversations calmly while protecting customer relationships.
- Assist customers with cancellation of GAP insurance claims to reduce bank losses and improve retention.
- Maintain a customer‑focused approach that aligns with Extraco’s collection culture.
Business Development & Sales Support
- Identify opportunities to develop and sell consumer loans during collection calls and customer interactions.
- Process consumer credit applications from start to finish, including loan closings and post‑closing reviews.
- Refer appropriate opportunities to other internal business units.
Collaboration & Additional Responsibilities
- Assist the Consumer Credit Manager with special projects and reporting.
- Work collaboratively with Consumer Lending, Branch Operations, and other internal teams.
- Support evolving departmental needs and perform related duties as assigned.
Estimated allocation of duties: 50% collections, 30% business development, 20% customer service (may vary based on business needs).
What We’re Looking For:
Required Qualifications
- High School Diploma or equivalent (required)
- Related business experience (preferred)
- Minimum of 1 year experience in consumer lending, sales, and/or collections
Required Skills & Abilities
- Enjoys working with customers both on the phone and in person
- Strong organizational skills and ability to work independently with minimal supervision
- Ability to handle challenging conversations with professionalism and empathy
- Sound judgment and ethical decision‑making skills
- Ability to resolve delinquency without harm to the Extraco brand
- Strong attention to detail and documentation accuracy
Training Expectations
- Learn and apply Extraco’s collection culture and customer‑focused philosophy
- Obtain a thorough understanding of suits, bankruptcy, SCRA, repossessions, and record retention
- Receive training in Extraco consumer loan products and services
- Learn referral processes to other internal business units
Why Extraco?
Extraco Banks is committed to strong customer relationships, responsible lending, and employee development. You’ll join a supportive team that values integrity, accountability, and service excellence. We provide training, opportunities for growth, and a culture that encourages long‑term career success while making a meaningful impact in the communities we serve.
Work Environment & Physical Requirements
- Primarily office‑based role with frequent phone and in‑person customer interaction
- Regular sitting, standing, walking, talking, and hearing
- Frequent use of standard office equipment, including computer and telephone
- Ability to lift and/or move up to 25 pounds occasionally
- Vision requirements include close vision, distance vision, depth perception, and ability to adjust focus
Work Schedule
- Monday through Friday, 8:00 a.m. – 5:00 p.m.
Equal Opportunity Employer
Extraco Banks is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We are committed to fostering an inclusive, respectful, and equitable workplace.
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