Consumer Credit Specialist / Collector
Extraco Banks, Waco, TX, United States
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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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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