Responsible for handling and resolving defaults and delinquencies with
members? accounts and loans, advocating for members, and maintaining
strong member relationships and meeting member service standards
RESPONSIBILITES: 1. Reviews and documents status of accounts and
initiates telephone contact on delinquent loans. Research accounts on
the delinquent loan reports to ensure Credit Union errors are detected
promptly and corrected. 2. Prepares correspondence on delinquent
accounts requiring special handling including contacting members by USPS
mail, certified or email. 3. Answers incoming member or member-related
contacts (phone calls, emails, etc.), work Collection queues and make
outbound member calls. Utilize Collections system to document
accurately. 4. Conducts skip tracing as necessary to obtain contact
information to contact delinquent/defaulted members. Establishes and
monitors payment plans whenever possible. 5. Makes effective use of
collection tools and delinquent loans activity reports. Determines
reasons for delinquencies and works towards permanent solutions and
minimizes losses by early actions. 6. Maintains strict adherence and
compliance to all laws, rules, regulations, policies, procedures, and
internal controls specific to the job functions. 7. Exercises
appropriate telephone etiquette, reviews accounts for possible rewrite
or temporary modification. Revokes ATM/Debit cards and places and
removes holds on accounts. 8. Follows detailed and standardized
procedures in performing routine collection operations and performs a
variety of support duties related to the collection function. 9. Works
with all departments to ensure collection problems are resolved in a
timely manner. Participates in department projects. 10. Researches and
addresses credit reporting disputes either direct from members or
through e-Oscar and maintains dispute logs as needed. 11. Recommends
accounts for charge off and legal action. Sends accounts to outside
collection agencies and/or attorneys as directed by supervisor.
REQUIREMENTS: 1. High school education or equivalent is required. 2.
Previous experience in a call center and/or financial institution
preferred. Excellent telephone and communication skills required. 3.
Minimum of two to three years of recent and progressive experience in
consumer or mortgage collections in a financial institution preferred.
4. Experience successfully utilizing various computer programs including
MS Office. 5. Demonstrated written/verbal communications skill
essential, with the ability to handle difficult situations with
sensitivity and objectivity. 6. Bilingual preferred. This is a partial
job description. Please contact our recruiter for more information.