Collections Associate II

Work Location

This position is only eligible for in office work arrangements.

Compensation

• Base Salary:
  • The full salary range for the Collections Associate II position is $22.90 to $34.55 per hour, with new hires generally starting between $24.85 to $28.70 per hour, based on relevant knowledge, skills, education, and experience.
  • Spanish-language differential: Candidates who pass the Spanish language assessment will be eligible to earn an additional $1-$2 per hour.
• Incentives: This position is eligible for monthly incentives based on the production of specific collection activity and management of a Collections queue with established goals. The Collections Associate II can earn up to $600 per month in incentives.
• Annual Incentive: In addition, all SELCO team members receive an annual incentive based on how well SELCO meets the prior year’s strategic business goals. This incentive is calculated using the team member’s prior year eligible earnings and ranges from 0%-12% (with the average payout over the last five years being 11.07%).

Benefits

Our team’s well-being is a priority, and we’re proud to offer a comprehensive and holistic benefits package for team members and their families.

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) retirement plan (with guaranteed employer contributions)
• Paid time off for personal and volunteer hours, as well as 10 paid holidays per year
• Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

Position Overview

The Collections Associate II acts in the interest of SELCO Community Credit Union by contacting members to resolve negative share and unsecured loan accounts.

SELCO Core Essential Functions

• Demonstrate adaptability and leadership skills, and uphold SELCO’s Mission Statement, Corporate Values, Service Promises and Exceptional Customer Service Standards.
• Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations.
• Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.
• Consistently achieve individual performance goals and contribute to department and organizational objectives.
• Represent SELCO with a high level of integrity and professionalism.
• Adapt to and support change to accomplish SELCO’s goals and objectives.
• Actively participate in and/or lead required meetings and trainings.
• Perform other duties as assigned.

Position-specific Essential Functions

• Communicate with members who have negative shares and/or delinquent unsecured loans to resolve delinquency by assisting them in developing plans to bring accounts current in a timely manner.
• Review, maintain, and resolve accounts on individual collection queue list and take action to mitigate SELCO’s exposure to risk in a timely manner.
• Send out appropriate notices as directed or required by law for collections, legal actions, and any other applicable situations.
• Maintain thorough electronic documentation of collection and account activities.
• Perform skip traces to locate debtors when necessary.
• Research and analyze account(s) through standard collection efforts and determine viable alternatives such as loan modification. When necessary, charge-off or recommend repossession, foreclosure, and/or legal action.
• Act as SELCO’s representative in collection and legal matters.
• Coordinate with other departments to resolve accounts when necessary.
• Participate in periodic review of collection procedures and policies; recommend changes.
• Act as a resource to other team members for training, complex issues, and difficult situations.

Skills and Abilities

The position requires:

• Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.
• Ability to discover member needs to effectively cross-sell SELCO’s products and services.
• Effective communication and active listening skills through all methods of interaction (e.g., in person, via phone, and in writing).
• Strong computer and software skills, including Microsoft Office 365 applications.
• Strong knowledge of computer systems, including knowledge of systems as it applies to department usage.
• Strong interpersonal skills with the ability to work collaboratively with others.
• Excellent time management, prioritization, and organizational skills with a high level of initiative, accountability, and flexibility to adapt to changing business needs and deadlines.
• Strong problem resolution and problem prevention skills.
• Willingness and ability to receive, give, and apply coaching and feedback.
• Ability to work accurately with close attention to detail.
• Strong analytical skills and ability to use experience-related knowledge and good judgment to make sound, logical decisions.
• Ability to maintain confidentiality of sensitive information.
• Work ethic that includes dependability, punctuality, and a professional appearance and demeanor.
• Ability to perform and complete tasks despite background noise and interruptions.

Education and Experience

• High school diploma or equivalent; and
• At least one (1) year of customer service experience; and
• At least three (3) months of collections experience; and
• Must be bondable.

Physical Demands

While performing the job duties, approximately 95% of the time is spent stationery, with the remaining time spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 5 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.

Interaction and Work Environment

Reports to: Collections Leadership

Work areas are inside in a climate-controlled environment with background noise.

Material and Equipment Used

Computer, phone, scanner, copier, fax machine, web camera, and general office supplies

Acknowledgement

I have received and reviewed a copy of the Collections Associate II job description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Community Credit Union.