Default Support Officer-Inbound

What You Will Do

• Provide outstanding member service to Security Service members and third party affiliates through all contact channels.
• Collaborate with all callers in a professional manner to gather and document the member's accounts concerning total loss, collateral protection insurance (CPI), guaranteed asset protection (GAP), written off accounts, bankruptcies, repossessed collateral, and workout loans.
• Take inbound calls in a fast paced, high volume call center environment with focus on providing consistent and comprehensive member service to each caller.
• Independently and consistently process member transactions/requests in an efficient and accurate manner in accordance with established policies, procedures and Asset Recovery standards.
• Display confidence and decision making abilities.
• Identify member needs and utilize resources to find sensible solutions that balance the interest of our membership and the credit union.
• Foster a positive, courteous, and professional attitude to ensure all credit union and Asset Recovery goals and objectives are achieved.
• Engage and participate in a team work environment with a business owner mentality.
• Serve as a resource and mentor for peers in the department.
• Facilitate changes and improvements for department and offer guidance to coworkers to enhance member experience.
• Complete any other job related duties needed to help drive to our vision, fulfill our purpose, and abide by our organization's values.

What We Require

• High school diploma or equivalent.
• Minimum of two (2) years in a call center environment or three (3) years in a similar role at financial institution or collections experience.
• Extensive knowledge of Guaranteed Auto Protection (GAP), knowledge of Federal and State laws, Fair Debt Collection practices/requirements and NCUA regulations.
• Definite understanding of loan contracts; including APR, simple interest calculations, and default provisions.
• High level of interpersonal skills, including excellent verbal communication skills, a clear speaking voice, and good writing skills.
• Able to operate a personal computer and good knowledge of Word, Excel and Internet.
• Able to work in a high volume environment.

Ideal Candidate Will Have

• Experience in consumer bankruptcy matters and related legal requirements.
• Time management skills to include being timely and efficient in all aspects of job.
• Excellent problem solving and negotiation skills.
• Exceptional organizational skills, task management and attention to details is essential.
• Able to be flexible and quickly adapt to changing business needs and processes.
• Position may be a remote work from home role and previous remote work experience is preferred.