Collections Assistant

About the Role

Performs a variety of specialized administrative, office, and operational support duties in the Collections Department. Processes multiple types of payments and attorney packs; manages workflows in appropriate collection software; ensures the Collections general ledger accounts balance on a daily basis.

Responsibilities

• Documents and processes departmental work, including verifying for accuracy and completeness, performing research, scanning and filing documents and other materials, retrieving and releasing documents and records.
• Performs specialized data entry to prepare a variety of standard materials, documents, and reports; updates computer records and databases; completes and processes standard forms related to areas of responsibility.
• Processes a variety of payments, including attorney payments, loan recovery payments, share recovery payments, and trustee payments.
• Manages workflows in appropriate collection software, including account maintenance, approved charge-off accounts, closing lines of credit, pulling credit bureau reports, and refunding fees on closed accounts.
• Processes third-party emails, approves member letters and notices for vendor processing, sends account closure letters when needed, processes account closure emails/letters, and delivers them to members; prepares affidavits and other correspondence.
• Creates requisitions and submits invoices for payment for all Collections third-party vendors.
• Ensures the Collections general ledger accounts balance on a daily basis and works with the Accounting Department to ensure accuracy.
• Prepares and delivers attorney files/packs for bankruptcy notices and recovery accounts Estate claim efforts.
• Answers incoming calls and emails and directs members to appropriate Collection Representatives.
• Operates computers, scanners, copiers, optical imaging, mail, and other related standard office and processing equipment.
• Maintains records of work performed; assists in ordering and maintaining an inventory of supplies for the department.

Company-Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal, and NCUA rules and regulations and all Credit Union policies and procedures.
• Follows all physical and online security procedures and maintains strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

Requirements

• High School Diploma or GED (Required).
• 2 years of administrative or financial services experience (Required).

Skills & Abilities

• Effectively apply internal and external member service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information on a wide range of Credit Union products, services, and regulatory compliance requirements to assess member situations and develop solutions.
• Intermediate knowledge of Microsoft Office products (Word, Excel, etc.).
• Resolve problems utilizing advanced knowledge and experience.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions, and ideas of others.
• Use tact and diplomacy in sensitive and confidential situations.
• Use correct English, including spelling, grammar, and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

Physical Demands

• Intermittent standing, sitting, walking, bending, and climbing.
• Using hands repetitively to handle, feel, or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

Work Environment

Works in a general office environment in a financial services facility.