Collections Specialist I

About the role

Collections Specialist is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.

Responsibilities

• Contact Credit Union Members regarding loans in default via phone, email, and text message.
• Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals, including by not limited to assisting the Default Management team by providing primary phone support for repossessions and other escalated collections matters.
• Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency.
• Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
• Accurately document all member interactions, payment agreements, and action plans in the core collection system.
• Maintain sufficient call volume and quality standards in like with established positions Key Performance Index goals.
• Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
• Afford assistance to the Loss Mitigation Manager and Loss Mitigation Team with reviewing reports on delinquency trends, member interactions, and recovery efforts.
• Maintain knowledge of Default Management practices and procedures to best aid in cross-team communication.
• Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.

Requirements

• Minimum 1-3 years experience in a call center, customer service, accounts receivable, or financial services environment; or a Bachelor’s degree.
• Strong interpersonal skills with ability to work in a team environment.
• Must be able to work onsite at Credit Union administrative headquarters at a minimum of 2-3 days per week.
• Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
• Ability to lift a minimum of 25 lbs. (file boxes, computer).
• Travel required on occasion.