Collections Specialist

Under the general supervision of the Assistant Manager, Collections or Supervisor, Collections, this position is accountable for collecting on a higher stage of past due loans and minimize or prevent financial losses for the Credit Union. The main goals are to reduce delinquency, minimize loan losses and protect assets, while providing exceptional service to credit union members and employees.

DIMENSIONS:

• To effectively collect on and manage the credit union’s seriously past due loans; total loan portfolio of $451,000,000
• Establish and follow up on payment arrangements to cure delinquency
• Maintain a productivity level consistent with those established for the department
• Maintain an “at standard” scorecard average of 85%

Supervisory responsibilities

This position reports directly to the Assistant Manager, Collections or Supervisor, Collections. There are no direct reports to this classification.

NATURE & SCOPE

• Performs activities to collect past due amounts on seriously delinquent loans.
• Works with member to determine reason for delinquency and establish payment arrangements.
• Determines next course of action to negotiate with member to return loan to performing status.
• Follows up on promises to pay and broken promises.
• Performs required skip tracing to locate member.
• Provides high quality, consistent work and documentation.
• Utilizes critical thinking and negotiating skills to resolve difficult situations.
• Initiates demand letters, field chases or attorney letters as needed.
• Reviews and recommends loans for repossession action or charge off.
• Evaluates and recommends accounts for Workout or the Member Assistance Program.
• Effectively handles escalated, repossession, charge off, legal or Bankrupt calls.
• Supports department and corporate goals and objectives.
• Performs other relevant and related duties, as required.

Education, skills, & abilities

The Eight Superpowers

1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
3. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
4. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
5. Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
6. Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
7. Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
8. Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

Other Education, Skills, and Abilities

• Associate’s degree or equivalent experience preferred with approximately 2-5 years of applicable collections experience.
• Must have working knowledge of FDCPA guidelines and practices.
• Experience with Microsoft Applications (Excel, Word and Outlook).
• Working knowledge of business machines such as telephone systems, computers, copiers, fax machines, etc.
• Strong analytical, time management and organizational skills.
• Must have the ability to work well individually and as a member of a collections team.
• Excellent verbal/written communication skills; interpersonal skills, combined with flexibility and diplomacy.
• Ability to interface with members and credit union staff at all levels in courteous and professional manner in person or by phone.
• Must be self motivated and goal oriented.
• Ability to appear for work on time, follow direction from a supervisor, interact effectively with co-workers, understand and follow policies and procedures and accept constructive criticism.

MAJOR ACCOUNTABILITIES

• Performs daily collection activities to reduce delinquency, minimize loan losses and protect credit union assets
• Provides credit counseling and exceptional service to resolve difficult member situations
• Analyzes, evaluates and makes recommendations to reduce delinquency

PHYSICAL REQUIREMENTS

• Excellent ability to communicate, both verbally and in writing; ability to tolerate periods

of continuous sitting; ability to lift up to 10 lbs.

ENVIRONMENTAL CONDITIONS

• Work is primarily performed within a cubicle office setting. Subject to standard background

noise found in an office environment.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.

Management reserves the right to assign or change duties and tasks to this position at their discretion.

Salary Range (hourly)

$22.6756 - $28.3445