Collections Specialist II

About the role

Collections Specialist II 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 actions 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 Loss Mitigation management 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 consumer loan product collections.
• Must have an understanding of accounting principles and business financial statements and tax returns.
• Knowledgeable in the process of analyzing personal tax returns, personal financial statements, and credit bureau reports.
• Experience with credit procedures, policies, regulations and laws, in addition to knowledge of bankruptcy and consumer law.
• Strong interpersonal skills with ability to work in a team environment.
• Ability 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.

Qualifications

• Prefer a minimum of 1-3 years of Credit Union consumer credit experience.
• Knowledge of loan structuring and work-out solutions in desirable.

Civic Culture

We believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.