New hires will receive a $1,000 sign-on bonus!

($500 after 30 days and $500 after 90 days of employment.)

General Summary

Responsible for performing various collection duties on consumer or mortgage accounts in various stages of risk or performance to effectively reduce delinquency, losses and increase recoveries. This position may have the ability to become remote after successfully completing training.

Reporting Relationship

This position reports to the Account Services Manager

Specific Responsibilities and Duties

• Accountable for initiating all necessary actions to collect payments from members regarding delinquent accounts for the purpose of bringing such accounts up to date; for follow-ups on such accounts, and maintenance of records relating to such accounts.
• Maintains a record of conversations, either by phone or in person, regarding account conversations, promises, or solutions with the member in the collection systems.
• Flags delinquent loans as necessary on the collection systems.
• Sends demand letters on loans that collector deems uncollectable.
• Notifies co-signers of the status of delinquent accounts which he/she endorsed.
• Notifies the Repossession Collector of delinquent auto loans when deemed uncollectable.
• Reports to the manager of any special problem account to assure that the correct action is taken such as completing loan modifications, payment extensions etc.
• Performs skip tracing on delinquent loans.
• Assists in the research of disputed payment records.
• Cross train and back up to other positions in the department.
• Performs any other duties as assigned.

Essential Functions, Skills and Abilities

Includes the possession of, but is not limited to:

Required:

• Good knowledge of consumer and mortgage collection activities.
• Demonstrates excellent telephone etiquette and an ability to establish rapport with members over the phone.
• Ability to work in a fast paced and high call volume environment.
• A team player who is able to translate knowledge and experience into strong and productive relationships internally and externally
• Professional behavior and professional image while maintaining consistent attendance at work.
• Able to work in emotionally charged situations.
• Ability to multi-task, handle ambiguity and adapt quickly to changing circumstances.
• Ability to assess customer's financial situation for possible referral for loss mitigation.
• Demonstrate empathy and ownership of tasks assigned.
• Understands and adheres to the Fair Debt Collection Practice Act, Collection Laws, and Fair Credit Reporting Act.
• Understands and adheres to Fannie Mae (FNMA), FHA (HUD), Veteran's Administration (VA), Military Lending Act (MLA) , Bank Secrecy Act (BSA) and all private mortgage insurer's (PMI) rules and guidelines
• Technical knowledge and competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations. Proficiency with in-house computer systems.
• Physical abilities includes but is not limited to: the ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. Be able to drive and possess a valid driver’s license and insurance.
• Interpersonal skills to effectively communicate, both verbal and written with members by phone and by email as well as with all personnel throughout the Credit Union. Ability to have and create harmonious working relationships throughout the Credit Union.

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