Position Overview: The Payment Support Specialist is responsible for promoting a positive image of American 1 Credit Union and is responsible for contacting members and collecting on all delinquent accounts. The Payment Support Specialist position requires the ability to engage with the member and proactively identify ways to minimize their delinquency and maximize their credit union experience. This position requires the ability to work effectively with others on a common task; taking actions which respect the needs and contributions of others; and ability to provide leadership to work independently. 

Essential Job Functions

• Follow all credit union policies and procedures; including policies and procedures for customer identification and all BSA requirements
• Respond to members' requests, problems and complaints, and/or direct them to the proper person for specific information and assistance
• Provide our members (internal & external) with excellent service in person and by phone
• Promotes services consistent with the credit union sales culture when appropriate
• Participates in credit union sponsored events – Community Events and Business Events
• Initiate and maintain verbal and written correspondence with members that are delinquent on their account(s) – loan and/or share
  1. Identify the reason for delinquency 
  2. Attempt to cure delinquency by assisting the member with payment arrangements
• Document all conversations and actions accurately
• Refer accounts to repossession agencies, and for internal legal review

Competencies Required

• Member Focused 

Empathetically seek understanding of what members require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values.

• Reliability and Confidentiality

Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee and credit union information.

• Accountability/Quality of Work

Achievement of the results based goals and objectives and key performance measures as defined for the position. Maintains high standards despite pressing deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.

• Communication

Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and (customers/clients or equivalent) so as to anticipate problems and ensure the effectiveness of the institution.

Key Performance Indicators

• Job Knowledge 

Acquires, maintains and applies the expected level of knowledge (product, regulatory, compliance, technical) to perform the daily actives of position

• Completion of Assigned Tasks

Assignments are completed within expected timeframes accurately and complete

• Accuracy

Demonstrates accuracy and thoroughness in daily work and communicates accurate information to members and other staff

• Goal Achievement

Achieves individual and team goals and/ or objectives

1. Loan Referrals
2. Delinquency
3. Charge off 
4. Recoveries

G.R.E.A.T. Standards 

1. We Greet
   • We value our member and coworkers by greeting one another.
2. We Respect
   • We respect our members and team by giving personal quality service. 
3. We Engage
   • We are fully engaged with members and team members.
4. We Achieve
   • We achieve by executing tasks accurately and by offering additional products and services to our members.
5. We are a Team
   • We create a positive work environment by valuing one another and working together.

• Meet expectations of credit union's Core Values: Engaged, Focused, Humbly Confident, Trustworthy, and Achievers.

Requirements:

• A minimum education of high school diploma or general education degree (GED)
• 1-2 year previous credit union/banking experience
• 1-3 years of related experience and/or training 
• Ability to work effectively as part of a team in a fast-paced, often stressful environment with the ability to juggle multiple competing tasks and demands
• Excellent organizational and multi-tasking skills

The Ideal Candidate:

• Has excellent customer service skills 
• Ability to work in a fast-paced environment 
• Ability to work well under pressure 
• Ability to remain calm while dealing with difficult members
• Knowledge of BSA, Regulation CC, D, E and all other pertinent regulations 
• Organizational skills 
• Knowledge of Federal Debt Collection Practices Act
• Knowledge of Michigan Collections Practices Act and Michigan Consumer Protection Act
• Strong oral and written communication skills
• Must be able to interact and communicate with individuals at all levels of the Credit Union.
• Strong computer skills including: Outlook, Word, Excel, Adobe Acrobat
• Handle several forms of correspondence: Incoming phone calls, IM Messages and Emails

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.