Collections Associate

Position Summary

The determination and analysis of factors causing individual accounts to fall into delinquency and/or overdrawn, and the implementation of efforts to successfully resolve these factors through interaction with the account holders. Efforts will include, but not be limited to, extensive telephone and written communication with members and other departments. The ultimate objective of all collection activities will be to determine the cause of delinquency and/or overdrawn status, and to establish an appropriate course of action in order to remedy the situation. Collection efforts include skip tracing, processing payments, or opening of correct activities for more complex issues to be resolved by team. Credit and financial counseling of past due and overdrawn accounts in accordance with established lending guidelines and state and federal regulations. Completes proactive campaigns on non-delinquent, high risk accounts in efforts to maintain good standing.

Essential Duties and Responsibilities

Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.

• Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
• Demonstrates a positive member service (internal and external) focus at all times.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Ensures confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Makes collection contacts to assigned delinquent accounts and performs any tasks or duties in order to aid in collection of past due accounts.
• Contacts and confers with members by any means necessary to determine the reason for delinquency, and to arrange an appropriate course of action in order to remedy the situation. Communication may involve members, 3rd parties or internal staff and may be done by phone, email, text or live chat.
• Initiates activities for appropriate action for those accounts that cannot be contacted, or for which satisfactory arrangements cannot be made
• Maintains and updates member records. Records all communications and all collection activities.
• Follows-up on early stage past due mortgages, loans, and credit cards; to make reasonable and practical arrangements for interest, partial, or full payments.
• Processes all accepted payment methods from members and authorized parties to delinquent accounts, ensuring attention to detail and accurate application of funds.
• Confirm all required notices are sent to members at appropriate times
• Assists department with scanning, printing and mailing of all notifications, letters and other documents and upload documents to synergy as needed.
• Review, distribute and redirect incoming daily mail.
• Monitor Department Email inbox and respond accordingly or forward to appropriate team in a timely fashion. Ensure proper documentation of interaction in servicing platforms.
• Performs skip-tracing duties, as required and directed.
• Initiates workflow for review of modification, TDR, Hardships
• Refers members to financial counseling resources when necessary.
• Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events, on an annual basis.
• Work as a team to meet specific department goals for delinquency and abandonment rate.
• Performs any other duties as assigned.

Job Requirements/Expectations

• High School Diploma or GED.
• Minimum one year of call center experience.
• Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. At times length of working day can be unpredictable, must be willing and able to work early and/or stay late with short notice.
• Ability and desire to interact with co-workers to develop positive and effective working relationships in all areas of Credit Union services.
• Strong interpersonal and persuasive skills to represent the Credit Union in a positive way during periods of stressful member contact.
• Interpersonal skills necessary to gather data from a number of sources and to represent positively the Credit Union during such contact.
• Ability to prioritize assignments and organize work efficiently, to handle large volumes of details.
• Ability to communicate thoughts and ideas in a clear and concise manner.
• Ability to handle multiple tasks in a fast pace and changing environment.
• Ability to work independently.
• Accuracy and attention to detail required.
• Ability to operate related computer applications and office equipment.
• Must be bondable.

Reporting Relationship

Reports to the Collections Supervisor.

Supervisory Responsibilities

This position is not responsible for the supervision of others.

Equal Opportunity Employment Statement

GreenState Credit Union is an EEO/AA Employer. We strongly encourage all individuals to apply for openings with the credit union. #ID