Collections Analyst - Hybrid

About the role

The Mortgage Collections Specialist mitigates loss to the Credit Union by contacting members with delinquent loans and negative checking accounts. They negotiate appropriate arrangements to cure delinquency and return the member’s account to good standing. The majority of communication is conducted over the telephone, requiring effective communication and negotiation skills, accuracy, and thoroughness.

Responsibilities

• Contact delinquent members to prompt and assist them in making arrangements to bring all accounts with Citadel current.
• Gather and analyze financial information (including income, expenses, and Credit Bureau Reports) from members to propose and implement solutions for delinquent loans.
• Analyze member data to assist management in making decisions regarding recovered assets (vehicles and real estate).
• Make decisions regarding enforcement of Citadel’s offset policies for delinquent member loans.
• Use collection techniques and financial analysis to mitigate Citadel’s risk of loss while preserving member retention, when appropriate.
• Utilize communication and conflict resolution skills to resolve disputes and craft solutions with frustrated or angry members in a calm and professional manner.
• Document activities on delinquent accounts, ensuring accuracy and expediency.
• Maintain current member information across all utilized platforms (Collection software, Episys Products).
• Counsel members in debt management.
• Handle member disputes, complaints, and inquiries.
• Perform assigned administrative tasks.
• Perform other duties as assigned commensurate with the position.

Schedule

The department operates Monday through Friday from 8:00 AM to 6:00 PM, and Saturday from 9:00 AM to 1:00 PM. The eligible candidate must be available for a minimum of two evening shifts (10:00 AM to 6:00 PM) per week and two Saturday shifts per month. Hours are subject to change.

Requirements

• 6 months or more of collection and/or banking experience.
• Mortgage collections experience is preferred.
• Thorough understanding of the impact that the collection of delinquent accounts has on the strength and growth of the Credit Union.
• Effective oral and written communication skills.
• Effective negotiation skills.
• Ability to maintain confidentiality, promote integrity, and support the corporate mission.
• Professional representation of Citadel.
• Bilingual (Spanish/English) is a plus.

Qualifications

High school education or equivalent.