Collections Specialist I or II

About the role

Maps Credit Union seeks a knowledgeable and professional Collections Specialist I or II to join our Loss Prevention team. This position provides exceptional customer service to members while handling delinquent loan accounts and performing other collection-related duties.

Responsibilities

• Resolve delinquent amounts on member loans and share accounts with a high level of expertise and measurable success.
• Keep accurate and current records of all collection activity (e.g., correspondence with members and actions taken to recover past due accounts).
• Perform all duties and responsibilities associated with collection functions, including: collection agency files, negative share accounts, the courtesy pay overdraft program, fraud, repossessions, charge-off reviews, small claim and bankruptcy proceedings, garnishments, the CPI program, documentation, correspondence, and department reports.
• Demonstrate a comprehensive knowledge and understanding of all department processes and procedures.
• Maintain a working knowledge of all Credit Union products and services.
• Provide a high level of member service. Display firmness, fairness, and empathy regarding collections issues.
• Aid in account and service information.
• Support inter/intradepartmental operations and workflow by providing assistance, information, and cooperation.
• Contribute to process improvement by continually assessing assigned tasks and communicating potential solutions.
• Follow regulatory and policy compliance requirements, which include those efforts in compliance with the Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags, and other compliance-related policies.

Requirements

• High School diploma or equivalent.
• Completion of business-related, college-level courses preferred.
• Minimum 1 - 3 years of experience in customer/member service.
• Minimum 1 - 3 years of progressive financial industry experience in collections, lending, and financial services, or the equivalent combination of training and experience (3-5 years of experience for a Collections Specialist II).
• Availability to work Monday – Friday and rotating Saturday hours.
• Must be bondable.

Qualifications

• Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing and in communicating policies, procedures, and services to members and staff.
• Knowledge of the financial industry, credit granting, and servicing criteria.
• Ability to retain a detailed knowledge of tasks performed in the department.
• Ability to read, analyze and interpret operational documents, policies, procedures, and regulations.
• Ability to take initiative and prioritize tasks; good time-management, problem-prevention, and problem-solving skills.
• Ability to remain flexible in order to adapt to changes in the work environment.
• Ability to work accurately with close attention to detail.
• Ability to maintain confidentiality of sensitive information.
• Ability to work with staff, members, and outside agencies professionally and tactfully.
• Possess a work ethic that includes neatness, punctuality, and accuracy.
• Exhibit a professional, businesslike appearance and demeanor.
• Intermediate computer skills, including the use of word processing and spreadsheet software applications and email.