Collection Representative II

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Collection Representative II utilizes various collection strategies and methodologies to contact consumers and negotiate payment in full, settle the account or establish payment arrangements on delinquent debt. This role manages a complete portfolio of charged-off accounts with principal balances of $2,501 and greater, requiring effective negotiation skills and strict compliance with all regulatory and company policies. The representative must have a solid understanding of credit bureau reporting (CBR) and leverage it in skip tracing efforts when appropriate, while also identifying resources to assist members in resolving their obligations and can incorporate that into their discussion.

• Review accounts in the assigned queue to determine the next course of action to resolve delinquent accounts.

• Manage a portfolio of charged-off accounts with principal balances of $2,501 and greater.

• Utilize various collection strategies and skip tracing techniques to locate right parties when necessary.

• Apply knowledge of credit bureau reporting (CBR) to support skip tracing efforts and incorporate CBR insights into member discussions.

• Identify and provide resources to assist members in resolving their obligations.

• Negotiate payment terms, settlements, or payment arrangements in accordance with established guidelines, using probing questions to understand and overcome objections.

• Establish and maintain payment arrangements consistent with company standards.

• Dorm, close, and make recommendations on accounts in line with established guidelines.

• Make second voice calls as necessary to assist other collectors.

• Follow up on specific accounts that meet department criteria to ensure all work has been completed.

• Evaluate accounts where resolution is not possible and recommend for further review when appropriate.

• Participate actively in monthly continuous improvement training sessions to enhance collection techniques and adapt to new challenges.

• Maintain thorough knowledge of FDCPA and ensure compliance with all regulatory and company policies.

• Accurately and promptly document all account activity.

• Perform other duties as assigned.

• High school education or GED equivalent

• Minimum 2 years collections or sales experience preferred

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

The anticipated hiring range for this position is typically between the minimum and midpoint of the posted salary range; however, actual compensation may vary based on a variety of factors, including relevant experience, skills and qualifications, education, internal equity, and overall business and budget considerations. Velera is committed to providing competitive compensation that reflects both individual role and responsibilities, individual performance, and market.