Collections Coordinator I

Responsibilities

• Review daily delinquency and queue volume.
• Identify issues that would cause accounts to be past due.
• Communicate clearly with all members associated with the account regarding past due payments.
• Create resolution for accounts in delinquency.
• Review, recommend, and submit actions for repossession and legals.
• Identify accounts in need and recommend skip payments, refinance, and re-ages when necessary.
• Identify and report accounts that appear to be suspicious.
• Communicate resources to members for assistance, such as financial education, consumer credit counseling, and military relief.
• Work with internal and external team members to ensure members' accounts are handled appropriately.
• Use discretion when following collection procedures and follow up on those actions appropriately.
• Verify and update all members' information.
• Participate in team events, including training, team meetings, huddles, and contests.
• Commit to development in skills.
• Promote community participation within BayPort.
• Be proficient in the tools provided.
• Respond timely to members' requests, problems, and concerns, directing members to appropriate persons for resolution.
• Handle difficult calls, request a second voice when necessary, and address concerns regarding delinquency, notices, collateral protection insurance, credit reporting, and repossessions.
• Maintain clear and accurate records by documenting all actions and call results in the collection system.
• Utilize all systems provided (e.g., Salesforce and Symitar) to ensure clear communication and access to accounts.
• Meet all established goals.
• Perform all other duties as assigned.

Requirements

• Working knowledge of Collections Laws, Bankruptcy, Regulatory Compliance, Fair Credit Reporting Act, SCRA, and Fair Debt Collection Act.
• Proficient in the use of basic applications in a Windows-based environment.
• Stay up to date on all processes and procedures from supported functions, such as bankruptcy, repossessions, and collections compliance.
• Strong written and oral communication skills.

Qualifications

• Education equivalent to a four-year high school education.
• Minimum of 6–24 months loan/collections experience or equivalent education/experience.
• Previous credit union experience preferred.