Collections Specialist

Responsible for performing collection activities associated with various delinquent customer accounts, including Visa credit and debit cards, lines of credit, secured loans, signature loans, real estate loans, home equity lines of credit, overdrawn shares and overlimit VISA credit and debit cards. Reviews delinquent and problem accounts, determines probable reasons for account status, and contacts members to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. Ensures that the Credit Union's professional image is maintained.

1. Assumes responsibility for the effective and professional performance of collections' functions.

• Receives delinquency data from the computer system and verifies the status of the loans.

• Verifies the status of the account and works the unsecured share loan report.

• Follows up the delinquent loans and problem accounts by telephone, and correspondence to secure a satisfactory resolution to the repayment problem. Discusses possible financial arrangements, informs members of potential further actions, and suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until loan becomes a write-off, bankruptcy, or attorney account. Makes early contact with members and co-makers to collect and keep them informed of loan status. Makes effective use of Collection tools.

• Utilizes effective human relations skills and various forms of persuasion to present a positive Credit Union image in an already negative situation. Calms irate members and answers member questions and complaints relevant to Department functions. Determines reasons for delinquencies and works toward permanent solutions. Minimizes losses by early actions.

• Utilizes further appropriate collection methods if initial attempts do not secure required payment. Recommends extensions of due dates. Suggests consolidations, financial counseling, and repossessions as needed.

• Monitors loans to insure members have adequate insurance coverage to protect collateral and the Credit Union's interests.

• Performs skip tracing.

• Recommends accounts for charge off and completes related processing.

• Refers accounts to Legal Collector for civil matters, bankruptcy, foreclosure and related legal actions.

• Performs collections efforts in accordance with Credit Union policies and procedures and ensures they are legally compliant.

2. Assumes responsibility for the efficient administration of collections activities.

• Keeps accurate and up-to-date activity reports on late, potentially late, and delinquent loans.

• Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer.

• Researches loan accounts that appear on late and potentially late records to ensure that Credit Union errors are detected promptly. Provides members the opportunity to fully explain their loan status.

3. Assumes responsibility for ensuring that professional business relations are established and maintained with Credit Union members.

• Maintains the Credit Union's professional reputation throughout collections operations and in all contacts with members.

• Maintains confidentiality.

4. Assumes responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel.

• Assists area personnel as needed.

• Keeps management informed of activities, progress attained toward established objectives, and of any significant problems.

• Attends and participates in meetings as required.

5. Assumes responsibility for related duties as required or assigned.

• Stays informed of changes in collections' policies, procedures, and related legal requirements.

• Actively and professionally cross-sells Credit Union services.

• Maintains cleanliness and security of work area, desks, and equipment.

• High school graduate or equivalent.
• Knowledge of collection procedures and related laws and regulations preferred.
• Understanding of Credit Union loan products and policies. Familiar with default and enforcement clauses.
• Previous collection experience with full-service financial institution helpful.
• Excellent communication, telephone, and public relations skills.
• Ability to work well in stressful situations.