Part Time Collector (English/Spanish Bilingual) - 100% Remote

About the role

The Part Time Collector is part of a highly performing Collections team with principal responsibility for servicing members with past due consumer, commercial, or real estate loans. This role requires supportive, constructive, and empathetic communication with members through a variety of channels, seeking to understand the circumstances resulting in a member’s past due condition. The Collector works with members to find solutions that resolve delinquency.

Responsibilities

• Validates identity of members and third parties.
• Interacts with members and third parties through a variety of communication channels (telephone calls, email, text, chat, and letters) to develop contact with members responsible for past due loan balances.
• Develops professional, courteous, and empathetic relationships with members to facilitate effective oral and written member communications consistent with UFCU Core Competencies.
• Informs members of past due loan status, develops dialogue with members to discover credible reasons for delinquency, the member's capacity and willingness to resolve the past due loan status, and provides a call to action by the member to resolve the loan delinquency.
• Develops and proposes resolutions to members that will resolve past due loan status.
• Confirms member understanding of commitment to a given resolution and follows up in a timely manner with any task activities necessary to execute upon the agreed upon resolution.
• Provides member service to resolve any barriers preventing members from making timely loan payments.
• Service tasks include validating: debt responsibility, loan balances, loan terms, and other items; providing copies of loan documents to members; setting up/editing/terminating automated payments; advising members about UFCU's practices that may be of immediate interest or concern for a given member; producing and publishing loss mitigation program documentation.
• Produces written communications, delivered through multiple channels in response to member requests or to initiate member communication.
• Provides accurate and timely information to members regarding UFCU services, including restrictions on services as appropriate.
• Utilizes Collections systems in compliance with applicable laws and regulations and UFCU policies and procedures, including documentation of collection activities in a manner that fairly represents those activities.
• Becomes familiar with systems and processes used by non-collections functions within UFCU in the servicing of loans.
• Contributes ideas for improvements in systems, processes, and procedures.
• Participates in projects to develop, implement, upgrade, and replace UFCU systems.
• Completes required regulatory training as assigned.
• Maintains strict adherence to and compliance with all laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Qualifications

• High School Diploma or Equivalent.
• Minimum of one (1) year of experience collecting secured or unsecured consumer loans.
• Minimum of one (1) year of experience with personal computer and word processing/spreadsheet software (MS Office Suite).
• Must be bondable.

Preferred Qualifications

• Two or four-year degree from an accredited college or university.
• Two (2) years’ experience collecting auto and or real estate collateralized consumer loans.
• Six (6) months of banking and/or financial institution experience.
• Experience with loan modifications.
• Bilingual in English and Spanish.

Skills

• Excellent oral and written communication skills.
• Strong critical thinking skills.
• Proficiency with arithmetic operations; calculates principal and interest payments given loan terms.
• Telephone skills to include: Determination of appropriate communication style, Projection of professionalism, courtesy, and empathy, Asking probing questions to locate responsible members and discover responsible members' reasons for delinquency; employment; and sources of funds, Actively listens; does not talk over other parties, Confirms understanding, Directs collections activities by keeping member dialogue constructive and focused on acknowledging the debt, providing reason(s) for delinquency, identifying sources of funds for payment arrangements, overcoming objections, asking for payment and confirming arrangements, Negotiation skills to include: Overcomes gatekeepers, Clearly conveys member obligation under loan agreement and gets members' acknowledgement of that obligation, Identifies and overcomes objections, Solves problems, Proposes mutually beneficial solutions, Calls members to action, Gains acknowledgement of commitments made by member.

Abilities

• Strong ability to balance the needs of individual members with those of the entire membership.
• Knowing when to say yes, and when to say no to a member.
• Thrives in dynamic, high-volume environment where change, growth, and development are constant.
• Demonstrates consistent attendance - punctual and adheres to schedule.
• Talks and types simultaneously.
• Thinks quickly.
• Lets possible points of member contact using generally accepted tools.
• Stays self-motivated.
• Treats each member with highest standards of professionalism, courtesy, and empathy.