Collector

Summary The Collector is responsible for maintaining appropriate delinquency and loan loss ratios. This position will cure delinquency, prevent charge off, resolve issues that create or impact delinquency, and minimize loan losses through assertive collection efforts and appropriate referral to the Member Assistance Program. This position is responsible for providing creative and sustainable solutions to members seeking assistance in curing delinquency. Essential Functions, in Priority Order Responsible to resolve delinquency and minimize loan losses by utilizing all available resources to locate and initiate contact with members whose loans are in default; primary source of account information for members with delinquent loans and primary resource for delinquency related issues. Time: 55% Aggressively pursue residence, employment and other information for members who are non-responsive to collection efforts and where initial member information is invalid. Time: 15% Initial point of contact for members who are experiencing financial difficulties; determine reason for current financial situation and refer member to MAP. Time: 10% Provide accurate, complete, and consistent documentation on member accounts to eliminate uncertainty and potential issues. Time: 5% Obtain and maintain a high level of knowledge of all Credit Union products and services. Time: 5% Prepare and submit recommendations for repossession, charge-off and legal action for assigned portfolio. Time: 5% Check e-mails and voicemails and respond by end of business day received. Time: 5% Education High school diploma or equivalent. Some college preferred. Experience Two years of collections experience preferred. Knowledge, Skills, and Abilities Self‑motivated with the ability to work in a self‑managed team environment. Excellent verbal, written, and platform communication skills. Computer literacy and keyboarding skills. Exceptional time management and organizational skills. Strong decision‑making and problem‑solving skills. Ability to successfully adapt to organizational change. Must attain the personal development required to support progressive growth. Attention to detail. Innovative. Maintain confidentiality. Adapt to continual change. Required Competencies Problem Solving Dealing with Ambiguity Time Management Demonstrates Courage Drive for Results Interpersonal Savvy Customer Focus Integrity and Trust Self-Development Business Acumen Mental Requirements Ability to handle irate and abusive members. Analyze and resolve problems quickly while talking with members. Evaluate credit worthiness of members. Manage stress and negativity. Receptive to feedback, willing to learn and embrace continuous improvement. Research and analyze all possible resolutions for delinquency and charge‑offs. Use appropriate judgement in delinquency resolution. Identify errors and make appropriate corrections/settlements. Differentiate between geographical areas of membership. Differentiate between financial levels of membership. Recall of members/problems for effective collection. Maintain a positive behavior when resolving member/staff issues. Build constructive and effective relationships inside and outside the organization. Tools and Equipment Used All available general office equipment as needed. All available computer software and hardware as needed. Working Relationships / Contacts Daily personal, written, and phone contact with Credit Union members. Daily personal, written, and phone contact with Collections management. Daily personal, written, and phone contact with Credit Union staff. Daily contact with interfacing departments. Physical Demands Work involves standing and walking for brief periods of time, but most work is done from a seated position. A great deal of time is spent on the telephone. Must be able to talk and keyboard simultaneously. There is potential for eyestrain from reading detailed reports and computer screen. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels. Working Conditions Internal – Work is normally performed in a climate-controlled office environment. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; extended hours may be required. External – Some travel is required; however, information on environmental conditions is not available. EOE/Vets/Disability #J-18808-Ljbffr