Collections Specialist I

Description:
ABOUT THE POSITIONCollections Specialist is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.NORMAL DAY-TO-DAY WORKContact

Credit Union Members regarding loans in default via phone, email, and text

message. Provide

primary support for all incoming and outgoing call efforts to support

delinquency and loss management goals, including by not limited to assisting

the Default Management team by providing primary phone support for

repossessions and other escalated collections matters.Proactively

contact members via phone, email, or other communication methods to discuss

their accounts and identify reasons for delinquencyWork

with members to develop repayment plans, loan modifications, or other

solutions to bring accounts current.Ensure

a consultative member approach to restructuring loans as necessary, providing

direction on improving the financial outlook of the member in the future. Provide

members with information on financial education resources and tools to help

them manage their finances and avoid future delinquencies.Establish

proficiency in all current and future software systems utilized by the Loss

Mitigation team. Including, but not limited to, our core operating system,

collections software, payment portals, and document retention software.Accurately

document all member interactions, payment agreements, and actions plans in the

core collection system.Maintain

sufficient call volume and quality standards in like with established

positions Key Performance Index goals.Collaborate

as necessary with other internal business units and resources to ensure a

coordinated approach to loss prevention.Assist

the Loss Mitigation Manager and Loss Mitigation Team with reviewing reports on

delinquency trends, member interactions, and recovery efforts.Maintain

knowledge of Default Management practices and procedures to best aid in

cross-team communication.Ensure

all activities are in compliance with federal and state regulations, as well

as Credit Union policies, guidelines, and procedures. Take

ownership for actions, decisions, and results; openly accept feedback and

demonstrate both the willingness and ability to improve.JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position.Minimum 1-3 years experience in a call center, customer service, accounts receivable, or financial services environment; or a Bachelor’s degree.Strong interpersonal skills with ability to work in a team environment.Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.Ability to lift a minimum of 25 lbs. (file boxes, computer).Travel required on occasion.CIVIC CULTUREOur organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: Civic Human Resources3600 Wake Forest Road, Raleigh, NC 27609 View email address on click.appcast.io

Requirements:
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