Credit Counselor (onsite)

About the Role

Responsible for performing collection activities associated with various delinquent member accounts, including Visa credit and debit cards, lines of credit, secured loans, signature loans, real estate loans, home equity lines of credit, negative shares, and returned checks. Reviews delinquent accounts, determines probable reasons for account status, and contacts members to resolve the delinquencies. Utilizes various techniques to promptly collect on delinquent accounts while promoting U1 values and maintaining the Credit Union's professional image.

Responsibilities

• Upholds U1 values: Trustworthy, Friendly, and Reliable in all interactions.
• Monitors loans to ensure members have adequate insurance coverage to protect collateral and the Credit Union's interests.
• Follows up on delinquent accounts by telephone, personal contact, and correspondence to secure satisfactory repayment resolutions.
• Discusses financial arrangements, informs members of potential legal actions, and suggests financial counseling to establish suitable payment plans.
• Receives delinquency reports from the computer system and verifies loan statuses.
• Makes early contact with members and co-makers to collect payments and keep them informed of loan status.
• Utilizes collection tools, including daily suspense and delinquent loan activity reports.
• Determines reasons for delinquencies and works toward permanent solutions to minimize losses.
• Recommends extensions of due dates, consolidations, financial counseling, and repossessions as needed.
• Acts on notifications of impounded vehicles to protect the Credit Union's interest.
• Reads and interprets credit reports.
• Performs skip tracing to locate members with delinquent accounts.
• Recommends accounts for repossession, foreclosure, and charge-offs.
• Follows up with agents to ensure prompt recovery of collateral.
• Recommends and completes small claims court complaints and post-judgment actions, including garnishments, supplemental orders, and executions.
• Refers accounts to management for bankruptcy actions and continues related collection efforts.
• Researches and prepares Write-off Summary Sheets.
• Performs collections efforts in accordance with Credit Union policies and legal requirements.
• Keeps accurate and up-to-date activity reports on late, potentially late, and delinquent loans.
• Documents all collection actions, including telephone conversations, alternative financial arrangements, and correspondence.
• Researches loan accounts to detect and correct Credit Union errors promptly.
• Provides members the opportunity to fully explain their loan status.
• Maintains professional business relations with Credit Union members and external contacts.
• Ensures confidentiality and maintains the Credit Union's professional reputation.
• Communicates and coordinates effectively with Credit Union personnel and assists as needed.
• Keeps management informed of activities, progress, and significant problems.
• Attends and participates in meetings as required.
• Stays informed of changes in collections policies, procedures, and legal requirements.
• Actively and professionally cross-sells Credit Union services.
• Ensures the work area is clean, secure, and well-maintained.

Requirements

• High school diploma or equivalent.
• One year of phone customer service experience.
• Ability to type and solid computer skills.
• Fluent in Microsoft Office Suite.
• Previous collection experience preferred.

Skills

• Excellent public relations and interpersonal skills.
• Ability to multi-task, investigate, and troubleshoot.
• Strong time management, planning, and organizational skills.
• Attention to detail and ability to communicate complex information clearly.
• Ability to interact effectively with other departments and personnel.
• Ability to read and interpret credit reports.
• Ability to maintain an effective and efficient workflow.