Loan Servicing Representative

CREDIT UNION’S PURPOSE: Simple Banking. For People, Not Profit.

CREDIT UNION’S CORE VALUES: Integrity, Service Excellence, Growth & Development, High Performance, Mutual Respect, Community, and Fun

Workplace Excellence. Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace! As a leading financial service provider with over 80 years of experience serving 123,000 members, Orange County's Credit Union is currently $2 billion in assets & growing.

Generous benefits including:

• Anthem Vivity HMO & Delta Care USA Dental - Orange County's Credit Union (OCCU) covers 100% of the associates' monthly premium
• Life insurance at no cost to employee.
• 401(k) – OCCU automatically contributes 3% of the employee’s earnings PLUS matches up to 5% of the employee’s contribution (dollar for dollar)
• Vacation hours – 13 days per year and rolls over year to year, and increases with tenure 
• Sick hours – 7 days per year and rolls over year to year
• Paid Holidays – 12 days per year plus 3 partial days
• Annual performance merit increases 
• Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities
• Annual discretionary bonus 
• Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.

POSITION SUMMARY: The Loan Servicing Representative is responsible for collecting on delinquent loans, negative shares, mitigating losses and maximizing loss recoveries. Maintains current knowledge of collection laws, regulations, department policies & procedures and ensures a minimum loss of funds and maximum retention of Member goodwill. Represents the credit union in a positive professional manner to members and the public. 

ESSENTIAL DUTIES:

• Contacts borrowers through various approved methods in order to identify the true cause of non-payment and helps to provide personalized loan repayment options. Collects on delinquent loans and negative shares.
• Utilizes strong knowledge of establishing effective payment plans that will bring accounts current.
• Works in a call center environment handling both inbound and outbound calls.
• Monitors auto loans with forced placed insurance and contacts borrowers as well as insurance companies in an effort to satisfy insurance requirements. Opens and oversees insurance claims.
• Reviews accounts for repossession efforts, reinstatement requirements, generate Final Demand Letters, Notices of Intent to Sell, and Deficiency Balance letters.
• Engages in multiple tasks such as negotiating payment arrangements; skip-tracing to locate employment/assets; researching closed accounts, calculating interest maintenance; verifying employment, property and death certificates.
• Handles impounded vehicles and follows up as needed. This includes contacting tow yards and government agencies, negotiating fees, and handling Lien Objections and disposition paperwork.
• Remains current with changes in laws and regulations, recommends changes in policies and procedures as necessary to ensure credit union is in compliance. Disseminates regulatory changes to the Loan Servicing Team and insures compliance.
• Assists the Loan Service Supervisor and/or Manager with ensuring the department makes every effort to recover deficiency balances through the resources of the Loan Servicing Associates and/or outside collection agencies.
• Meets scheduling department requirements by working assigned staggered shifts and occasional Saturdays.
• Represents the credit union in a positive professional manner to members and the public.
• Maintains and promotes established standards of service and metrics within the Loan Servicing Team. Meets or exceeds goals and expectations established by management
• Maintains high level of Member service in every member interaction. Promotes Credit Union products and services.
• Meets department’s scheduling requirements by working assigned staggered shifts and occasional Saturdays.
• Working knowledge of Fair Debt Collections Practices Act (FDCPA), Fair Credit Reporting Act (FCRA), Bankruptcy Laws and Consumer Financial Protection Bureau (CFPB) Collection Regulations/Guidance
• Assists with projects and departmental initiatives as requested by the Loan Servicing Supervisor or Manager.
• Works closely with Loan Servicing Associates and other departments to communicate any issues that may arise that relate to Member service and Loan Servicing. Placing a premium on handling inquiries in a professional, efficient and timely manner.
• Performs other duties as assigned.

ASSOCIATE EXPECTATIONS:

• Consistently practices the Service Philosophy of “Put People First” exercising the Connect, Discover, Deliver & Wow components in every encounter with internal and external members, creating extraordinary experiences. 
• Cross sells and promotes credit union products and services as opportunities arise.
• Exhibits the Leaders at All Levels concept of Leading yourself, Leading Up, Leading across Teams, and Leading the Team.
• Utilize personal Strengths to contribute to the Team and the Credit Union success, and exercise awareness of, and utilizes the strengths of others. 
• Possesses knowledge of, and complies with Bank Secrecy Act (BSA), monitoring and reporting suspicious activity and completing Currency Transactions Reports (CTRs) when appropriate.
• Effectively conveys information. Communicates with immediate supervisor and the team keeping others advised of progress and/or situations.
• Displays behavior that matches the value of Mutual Respect by relating favorably at all levels within the organization.
• Supports and contributes to the credit union’s strategic plan, mission, vision, and values.
• Maintains good housekeeping, safety and security measures.
• Displays professional appearance.
• Utilizes stress in a productive manner and works well under pressure.
• Cooperates with supervisor and with other credit union associates. Projects good will and a positive credit union image.
• Complies with all Orange County’s Credit Union policies, service standards, safety standards, procedural guidelines, and regulatory compliance, and completes all assigned training. 
• Has regular and predictable attendance which is essential.
• Cares for equipment and follows proper guidelines for use.

OTHER DUTIES: 

The preceding functions have been provided as examples of the types of work performed by associates assigned to this job classification. Credit Union Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified associates can perform the essential functions of the job.

• Performs other work-related duties as assigned.
• May be a disaster recovery team member or take directives from a disaster team recovery member.

QUALIFICATIONS:

Experience/ Training/ Education 

• High school diploma.
• 1-3 years of collections experience which provides a thorough knowledge of modern office practices and procedures. 
• Experience in customer relations, problem resolution and error correction. 

Knowledge/ Skills/ Abilities:

• Knowledge of the Fair Debt Collections Practices Act, Fair Credit Reporting Act. Reg B and Reg Z, bankruptcy procedures, Consumer Financial Protection Bureau Collection Regulations/Guidance, delinquency activities and financial counseling.
• Knowledge of Rees Levering, CA Uniform Financial Code and other State or Federal regulations governing collections. 
• Must be proficient in written and oral communications skills with strong presentation skills. Ability to speak and hear to give and receive instructions and information to others in person and over the telephone. Other language skills helpful.
• Ability to accurately perform mathematical calculations.
• Must have personal computer skills and be proficient with Microsoft Office programs.
• Requires good memory and knowledge retention skills and ability to multi-task effectively.
• Ability to interface with others in a positive and professional manner.

Physical and Environmental Elements:

• Vision sufficient to read instructions, procedures, source documents, reports, files, and information on video display terminals.
• Manual dexterity to write and operate a variety of office equipment, including a personal computer.
• Body mobility to move to and from different work areas to access materials to perform the essential functions.
• Ability to bend and stoop to reach files/shelves including to the strength to lift and carry materials up to 20 pounds, also to pull and push open file cabinets drawers. Ability to sit or stand for prolonged periods of time.
• Requires good memory and knowledge retention skills and ability to multi-task effectively.
• Position may require working some evenings and Saturdays and early mornings. 

The targeted hourly range is $21.00 per hour to $24.00 per hour. Final offer will be determined based on experience, education, training/certifications and specialized skills.

We perform thorough background checks, credit checks and pre-employment drug screening. EOE