Collector

Role Description

The Member Solutions Advocate communicates with members with past due accounts by telephone, electronic, or written communication in a call center environment. Determines reasons for loan delinquency. Following Credit Union policy, offers suggestions or recommendations to restore loan to a current status, minimize Credit Union losses, and increase net recoveries.

• Communicates with members regarding their entire relationship and past due accounts by telephone, electronic, or written communication.
• Performs financial analysis, determines reasons for loan delinquency, and assesses member’s ability to bring the loan to current status.
• Mentors peers (as needed) to promote transference of knowledge.
• Communicates directly with members to discuss complaints and escalated issues.
• Identifies, researches, and resolves complex account problems for members.
• Collects on a portfolio of loans in all stages of delinquency and/or high risk to reduce the financial exposure of the Credit Union.
• Works assigned collection queue as well as other specialty queues as assigned by supervisor or management daily.
• Offers suggestions or recommendations to restore loan to a current status, including payment extensions, due date changes, referral to outside consumer credit counseling, repossession, or redemption.
• Notes all activity as a result of each call on assigned accounts in Member Solutions software.
• Ensures all account information is correct and makes corrections or refers account to appropriate department for further research.
• Completes assigned number of collection calls per day.
• Uses various credit reporting and skip tracing services and/or software to obtain information for recovery.
• Performs rights of offset on depository accounts and applies funds to delinquent and/or charged-off loans.
• Posts payments to members’ accounts and General Ledger.
• Assists in the training of new Member Solutions employees.
• Assists in training other Credit Union employees on Member Solutions policies and procedures.

Qualifications

• High school diploma or equivalent.
• 5 or more years progressively responsible consumer collection experience with a financial institution.
• Basic accounting skills to post payments to General Ledger and members’ accounts.
• Ability to prioritize tasks and deal effectively with competing and changing priorities to meet deadlines.
• Accurate, detail-oriented, and organized with task management.

Benefits

• Bonus Program up to 12%
• 401K Matching up to 8%
• Retirement Planning
• Pay Increases based on Competency
• Employee Loan Discounts
• Flex Spending Accounts
• Medical Coverage
• Dental and Vision Coverage
• Access to 4,000+ Gyms
• Mental Health Resources
• PTO Wellness Days
• Short Term and Long Term Disability Coverage
• 11 Paid Holidays
• 3 weeks of Paid Time Off
• 4 weeks of Paid Parental Leave
• Birthday PTO
• Paid Volunteer Hours
• Degree Assistance up to $5,000 per year