Collector II-Remote

Purpose:

The Remote Collector is responsible for managing delinquent loan and share accounts to minimize losses while maintaining a positive member experience. This role involves contacting members by phone, email, and other digital channels to resolve past-due accounts, arrange repayment plans, and educate members on available financial solutions. The Remote Collector ensures all collection activity is conducted in accordance with credit union policies, federal and state regulations, and member service standards.

Primary Duties and Responsibilities:

• Monitor and manage assigned delinquent loan and share accounts, typically ranging from early to mid-stage delinquency.
• Make daily outbound calls and send electronic communications to members regarding past-due accounts.
• Work collaboratively with members to establish realistic repayment arrangements or loan workout options.
• Maintain accurate documentation of all collection efforts and member communications in the core system.
• Skip-trace and research member contact information as necessary to locate and engage with members.
• Identify potential problem loans and recommend appropriate next steps to minimize risk or loss.
• Follow all regulatory requirements, including the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA), and credit union policies.
• Provide exceptional member service by treating all members with respect, empathy, and professionalism.
• Collaborate with internal departments (Lending, Member Services, Accounting, etc.) to resolve account discrepancies.
• Prepare reports or updates for management as needed.
• Perform any other duties as assigned.
  
  
  

Schedule and Work Expectations:

• Must reside within 35 miles of Fayetteville, NC.
• Two (2) weeks in person at the assigned office location for initial training (additional time may be required based on performance).
• Required to attend in-office training and refresher training.
• Must have reliable high-speed internet, a secure, quiet workspace, and the ability to work independently.
• Standard business hours can include nights, weekends, or rotating shifts, depending on the credit union’s needs.
• Regular monitoring, quality assurance, and performance feedback
  
  
  

Other Duties and Responsibilities:

• Assists VP Finance & Collections in preparing reports when necessary.
• Archive letters, files and other documentation of work in order to preserve record of such files.
• Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering & Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy.
  
  
  

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Training:

• High School diploma.
• On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.
  
  
  

Prior Experience:

• 3 years of similar or related experience.
  
  
  

Interpersonal Skills:

Courtesy, tact and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Special Skills and Abilities:

• Strong communication skills, both written and verbal, and the ability to explain and discuss sensitive subjects.
• Ability to manage a high volume of calls and multitask effectively in a remote environment.
• Assertive and willing to conduct collection calls.
• Proficiency in Microsoft Office and familiarity with credit union core systems
• Knowledge of collection regulations and best practices.
• Self-motivated, goal-oriented, and capable of working independently with minimal supervision.
• Strong attention to detail and record-keeping accuracy.
  
  
  

Physical Demands:

The need for physical stamina is low to moderate.

Working Conditions:

Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May require flexible hours to reach members in different time zones.