Collector II

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits. 

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.  

HOURS FOR POSITION: Monday - Friday 8:00am-8:00pm, Saturday 9:00am-1:00pm.   

Hiring Range - $28.42/hr - $35.52/hr  

SUMMARY OF POSITION:

Collector II position is responsible for performing activities associated with all delinquent, fraudulent, and credit card accounts with intent to protect the assets of Tower Federal Credit Union.  Reviews all delinquent accounts and contacts members to resolve the past due account(s). Performs duties that include telephone calls, emails, sending letters and system data entry to document collection work/activity. Utilizes various techniques, as circumstances indicate, to promptly collect delinquent balance accounts. Ensures Tower FCU professional image is maintained, while following all established regulatory policies. Serves as a back-up for administrative collection activities. May receive day to day direction from the Senior Collector or other management.

This position requires compliance with Federal and State regulatory statutes, as well as internal policies and procedures. 

PRINCIPAL ACCOUNTABILITIES and FUNCTIONS: 

1. Responsible for supporting, demonstrating and promoting the Credit Union service culture.

• Provides exceptional service to all Tower Federal Credit Union members by demonstrating, following, and supporting the Inspired Financial Service promises and standards, along with the Credit Union Mission, Vision and Values.

2.Responsible for the effective and professional performance of collections functions

• Utilizes effective human relation skills and various forms of persuasion to present a positive image given the inherent negative situation. Answers questions and complaints relevant to Department functions. Determines reason(s) for delinquencies and works toward creating a permanent solutions. Minimizes losses by initiating early actions.
• Receives Delinquent reports from the computer system and verifies the status of the accounts.
• Contacts delinquent loan members to collect or make payment arrangements utilizing various collection methods.
• Evaluates loan and account contracts for Tower’s options, including the right of off-set and cross-collateralization.
• Follows-up on delinquent accounts by telephone, personal contact and/or written correspondence to secure a satisfactory explanation and/or resolution to the loan account status. Discusses possible payment options, informs members of potential legal actions and/or suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until the account is resolved, charged off or referred to an attorney.
• Utilizes further appropriate collection methods if initial attempts do not secure required payment (include Accurint, skip tracing, Internet search, repossession of security, etc.).
• Obtains member authorization for electronic payments or transfers.
• Coordinates repossession activities including but not limited to assignment and tracking.
• Monitors modifications to ensure payments and track expirations, and updates the system as needed.
• Provides financial counseling to members as needed.
• Performs collections efforts in accordance with Tower Federal Credit Union policies and procedures and ensures all actions are legally compliant.
• Codes accounts for bankruptcy, deceased, and legal when making recommendation.
• First payment defaults, including telephone calls, emails and identifying and correcting problems with automatic transfers, etc.

1. Responsible for the efficient administration of collections activities.

• Document in Temenos collection system all collection efforts not limited to communication, attempted communication and actions taken, including telephone conversations, alternative financial arrangements and written correspondence (mail and/or email).
• Updates member demographic information in Temenos and DNA (if needed).
• Recommend members for hardship; process member hardship request. Sends Intent to repossess letters to delinquent auto loans, and cross collateralized accounts.
• Checks the collections email and voicemail box.
• First payment defaults, including telephone calls, emails and identifying and correcting problems with automatic transfers, etc.
• Assists with training and mentoring of co-workers.
• Completes a team training when requested by senior or management.

1. Responsible for ensuring that professional business relations are established and maintained with members and external contacts.

• Required to maintain Tower Federal Credit Union professional reputation throughout the collections processes and while in contact with its members.