POSITION TITLE: Collector

REPORTS TO: Collections Manager

PAY GRADE: 7

DEPARTMENT: Member Solutions

FLSA STATUS: Non-Exempt

LOCATION: Hybrid

PURPOSE: The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

The primary purpose of this position is to deliver high quality service to both internal and external members. The position primary goal is to protect the credit union assets by controlling and collecting all delinquent accounts. Provide professional assistance to the members while limiting monetary loss to the Credit Union. Identify and resolve account problems.

ESSENTIAL DUTIES:

• Collect assigned accounts by telephone, email, and mail correspondence, in order to reduce delinquency, repossessions, and charge offs.

• Receive members by telephone review their account and attempt to determine best solution for Credit Union and member.

• Maintain thorough, accurate and up to date activity reports on delinquent accounts. Prepare and maintain the records of collection activity on assigned accounts.

• Research accounts to identify activities that may affect the status of a loan repayment such as payroll deduction stoppage. Under direction of manager, prepare appropriate documentation correcting or extending said loan or perform appropriate file maintenance.

• Work with senior collector in identifying accounts with possibility of extending a loan hardship or loan rewrite to bring current.

• Stay up to date in Credit Union loan policies, interest rates, and how loans are set up and maintained in Keystone.

• Assist in researching, processing and collecting of Collateral Protection Insurance Policies, premiums and claims.

• Provide information on delinquent accounts to authorized persons in the collection of amounts due the Credit Union.

• When encountering bankruptcy accounts, take appropriate action and turn over to the department’s bankruptcy specialist to handle, modify account files and input information.

• Performs other duties a commensurate to this position

REQUIRED BACKGROUND:

• Must have a high school diploma or equivalent.

• 1-3 years consumer loan collection experience preferred

• Must be proficient in the use of a calculator, computer and general office equipment.

• Must have strong communication skills, both oral and written. Must have the ability to organize and prioritize multiple responsibilities in a fast-paced environment.

• Must be familiar with USERS, Microsoft Word and Microsoft Excel or become proficient within 90 days in the position.

• Must be able to maintain strict confidentiality of information

• Must be detail oriented and able to meet strict monthly deadlines

• Must be familiar with collection laws, policies and procedures in order to take collection calls as needed

• Must be able to perform all duties and responsibilities within the parameters of the credit union’s core values to Care, Listen, Learn, Solve, and Act

ADA REQUIREMENTS

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Sits more than 6 hours a day. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality

and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.