Collections Representative I (Lawrence)

FUNCTIONAL SUMMARY: Responsible for handling and resolving defaults and delinquencies with members’ accounts and loans, advocating for members, and maintaining strong member relationships and meeting member service standards.

RESPONSIBILITIES:

1. Review and document status of accounts and initiate telephone contact on delinquent loans. Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected.
2. Prepare correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email.
3. Utilize Collections system to document accurately.
4. Answer incoming member or member-related contacts (phone calls, emails, etc.), work Collection queues and make outbound member calls.
5. Conduct skip tracing as necessary to obtain contact information in order to contact delinquent/defaulted members.
6. Makes effective use of collection tools and delinquent loans activity reports. Determines reasons for delinquencies and works towards permanent solutions and minimizes losses by early actions.
7. Establishes and monitors payment plans whenever possible.
8. Maintains strict adherence and compliance to all laws, rules, regulations, policies, procedures, and internal controls specific to the job functions.
9. Exercises appropriate telephone etiquette, reviews accounts for possible rewrite or temporary modification. Revokes ATM/Debit cards and places and removes holds on accounts.
10. Follows detailed and standardized procedures in performing routine collection operations and performs a variety of support duties related to the collection function.
11. Works with all departments to ensure collection problems are resolved in a timely manner. Participates in department projects.
12. Research and address credit reporting disputes either direct from members or through e-Oscar and maintain dispute logs as needed.

QUALIFICATIONS:

1. High school education or equivalent is required.
2. Previous experience in a call center and/or financial institution preferred. Excellent telephone and communication skills required.
3. Minimum of two-three years of recent and progressive experience in consumer or mortgage collections in a financial institution preferred
4. Experience successfully utilizing various computer programs including MS Office.
5. Demonstrated written/verbal communications skill essential, with the ability to handle difficult situations with sensitivity and objectivity.
6. Bilingual preferred.