Collector

About the Role

The Collector is responsible for maintaining appropriate delinquency and loan loss ratios. This position cures delinquency, prevents charge-offs, resolves issues creating or impacting delinquency, and minimizes loan losses through assertive collection efforts and appropriate referral to the Member Assistance Program. The role provides creative and sustainable solutions to members seeking assistance in curing delinquency.

Responsibilities

• Resolve delinquency and minimize loan losses by utilizing all available resources to locate and initiate contact with members whose loans are in default. Serve as the primary source of account information for members with delinquent loans and the primary resource for delinquency-related issues. Time: 55%
• Aggressively pursue residence, employment, and other information for members who are non-responsive to collection efforts and where initial member information is invalid. Time: 15%
• Act as the initial point of contact for members experiencing financial difficulties; determine the reason for their current financial situation and refer them to the Member Assistance Program (MAP). Time: 10%
• Provide accurate, complete, and consistent documentation on member accounts to eliminate uncertainty and potential issues. Time: 5%
• Obtain and maintain a high level of knowledge of all Credit Union products and services. Time: 5%
• Prepare and submit recommendations for repossession, charge-off, and legal action for the assigned portfolio. Time: 5%
• Check emails and voicemails and respond by the end of the business day they are received. Time: 5%

Requirements

• High school diploma or equivalent; some college preferred.
• Two years of collections experience preferred.

Skills

• Self-motivated with the ability to work in a self-managed team environment.
• Excellent verbal, written, and platform communication skills.
• Computer literacy and keyboarding skills.
• Exceptional time management and organizational skills.
• Strong decision-making and problem-solving skills.
• Ability to successfully adapt to organizational change.
• Attention to detail and innovation.
• Ability to maintain confidentiality.
• Ability to handle irate and abusive members.
• Analyze and resolve problems quickly while talking with members.
• Evaluate creditworthiness of members.
• Manage stress and negativity effectively.
• Receptive to feedback, willing to learn, and embrace continuous improvement.
• Research and analyze all possible resolutions for delinquency and charge-offs.
• Use appropriate judgment in delinquency resolution.
• Identify errors and make appropriate corrections/settlements.
• Differentiate between geographical areas and financial levels of membership.
• Recall members/problems for effective collection.
• Maintain a positive behavior when resolving member/staff issues.
• Build constructive and effective relationships inside and outside the organization.

Competencies

• Problem Solving
• Dealing with Ambiguity
• Time Management
• Demonstrates Courage
• Drive for Results
• Interpersonal Savvy
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen

Working Conditions

• Physical Demands: Work involves standing and walking for brief periods, but most work is done seated. A great deal of time is spent on the telephone. Must be able to talk and keyboard simultaneously. Potential for eyestrain from reading detailed reports and computer screens. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.
• Environment: Work is normally performed in a climate-controlled office environment with moderate noise levels (e.g., computers, telephones). No known environmental hazards. Length of day is unpredictable; extended hours may be required. Some travel is required.
• Working Relationships: Daily contact (personal, written, or phone) with Credit Union members, Collections management, Credit Union staff, and interfacing departments.

Tools and Equipment Used

• All available general office equipment as needed.
• All available computer software and hardware as needed.