What are the responsibilities and job description for the Member Services Collections Representative position at Trident Marketing?
Travel Resorts of America currently operates eleven premium, membership-based Camping Resorts in South Dakota, Minnesota, New York, Ohio, Pennsylvania, North Carolina, Georgia, and Florida. Whether an RV owner, tent-camper, or booking a cabin, there are plenty of options for our members to choose from, along with amazing campground amenities with unique adventures and activities!
This is an exciting industry with a growing organization. We've been named Fortune Magazine, "Fastest Growing" List(s) in 2015, 2016, 2020 and Number One Private Membership provider of Coast to Coast/Good Sam in the U.S.A. Now is the time to talk with us about your next career!
Position Summary
The Member Services Collections Representative assists members with a wide range of account-related needs, including billing inquiries, maintenance fee collection, and loan payment resolutions. This role requires a working knowledge of Travel Resorts of America memberships and a strong ability to communicate effectively while delivering fair and professional account resolutions.
Duties and Responsibilities
- Conduct skip tracing using internet databases, internal systems, and member files to locate members and update demographic information
- Manage inbound and outbound calls with delinquent members to collect payments and negotiate payment arrangements
- Communicate effectively to gather information regarding members' financial situations and negotiate appropriate resolutions
- Research disputed membership claims to ensure investigations are thorough, complete, and resolved fairly
- Maintain positive member relations by staying informed of company and departmental policies to provide accurate and timely responses
- Obtain and analyze relevant information to assess the validity of complaints and identify root causes
- Accurately document all member interactions, transactions, and notes in the Loan Management System
- Research and resolve account discrepancies within the Loan Management System
- Adhere to all applicable policies, procedures, and regulatory requirements
- Perform additional duties and responsibilities as assigned
Job Qualifications and Requirements
- High school diploma or equivalent required
- Previous experience in a collection's environment preferred
- Customer service experience required
- Basic to intermediate knowledge of Microsoft Office applications
- Strong verbal communication and interpersonal skills
- Ability to handle sensitive financial conversations with professionalism and discretion
- Basic technical aptitude: IT knowledge is a plus
What we offer:
- Comprehensive benefits package (health, dental, vision, life, accident, critical illness, hospital Indemnity, 401K)
- Travel perks, benefits, and discounts
- Career advancement, regularly scheduled reviews, and opportunities to promote yourself from within
- Fun team environment, engagement, and support