Specialty Collection Representative

About the role

An Interactions Representative is responsible for interacting with members to understand their financial needs and promoting appropriate Credit Union products and services. This role also involves handling complex collections activities such as bankruptcy, repossessions, foreclosures, litigation, loss mitigation, and workouts.

Responsibilities

• Provides consultative services to members regarding appropriate Credit Union products and services.
• Utilizes advanced knowledge of workout and loss mitigation options to provide resolutions to members with financial hardships.
• Serves as a primary resource for other employees by mentoring, providing ongoing training and guidance.
• Completes projects and reports as requested.
• Performs specialized data entry to prepare a variety of standard materials, documents and reports.
• Manages specialized collection actions, including but not limited to repossessions, foreclosures, bankruptcy, loss mitigation and workouts on all relevant accounts.
• Updates, flags, closes delinquent accounts and processes payments; prepares and maintains a variety of reporting by processing the appropriate workflows.
• Interacts with other departments, attorneys and third party vendors to complete tasks, research and resolve issues.
• Prepares and reviews internal and external documents pertaining to collection activities; including but not limited to, bankruptcy, foreclosure, repossessions and litigation.
• Aid members with short sales, Deeds in Lieu and settlement offers; review and submit recommendations to management.

Requirements

Minimum Qualifications:

• Preferred - 4 Year / Bachelors Degree - Business or relevant discipline
• Required - 3 Years - Collections experience in a Financial Institution
• Required - 1 Year - Experience in loss mitigation, workouts, bankruptcy, repossession or foreclosures
• Preferred - Knowledge Of Fannie Mae Servicing
• Preferred - Basic lending experience

Skills

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Provide guidance and resolve problems utilizing advanced knowledge and experience to analyze situations and provide solutions.
• Communicate in a professional manner and deliver information clearly and effectively.
• Actively listen to questions, opinions and ideas of others.
• Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Maintains strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.