Collections Associate I

Who We Are

We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.

At BHFCU, we're committed to improving the lives of our members every day, and we look for people who share that passion. Don't have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.

General Purpose: Assist with the collection activity on delinquent accounts. Assist in the preparation of necessary reports for Management and the Board of Directors. Provide financial counseling for those members needing assistance. Perform quality control audits on loan files and computer records.

Essential Duties/Responsibilities

• Assist with daily collection operations and maintain the centralized collections queue as directed by AVP Collections. Responsible for the initial collection of delinquent loans as directed by the AVP Collections. Implement and execute all AVP Collections and CLO approved decisions.
• First point of contact with members via letter, phone, text messages, and email for loans that are in delinquent status.
• Make payment arrangements and provide financial education to member's in order to establish payment plans to bring member's loan current.
• Work various Collection Dept reports, conduct research and perform clerical tasks as assigned by AVP Collections.
• Communicate offset of funds with members who are in delinquent loan status per applicable loan disclosures.
• Perform skip-tracing on delinquent accounts.
• Investigate and resolve member's credit bureau disputes via mail, email, or phone call.

Other Duties/Responsibilities

• Maintain records to support collection activity on accounts assigned for collection.
• Assist AVP Collections with collection reports for comparability and analysis.
• Assist with calls related to garnishments, bankruptcy, repossessions, and third-party collections as assigned by AVP Collections. Direct members to appropriate resources.
• Ensure confidentiality and security of all loans assigned for collections.
• Take necessary actions such as reviewing/revoking credit cards or line-of-credit or placing funds on hold when necessary.
• Ability to work flexible hours when deemed necessary by AVP Collections.
• Perform other duties as may be assigned by AVP Collections or CLO.

Job Qualifications (Knowledge)

• Knowledge of laws and regulations affecting lending and collections.
• Knowledge of bankruptcy, repossessions, and third-party collections.
• Knowledge of organization's policies/procedures and Credit Union's service philosophy.
• Knowledge of the Credit Union's in-house computer system.
• Knowledge of the Credit Union's products and services.
• Knowledge of the legal, insurance, regulatory, economic, competitive, and technology environments that may affect the collections operation function.

Job Qualifications (Skills)


Black Hills FCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision: A sighted person to read and interpret financial data.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Moderate mobility required. Requires the ability to work flexible hours.

Job Qualifications (Ability)

• Ability to understand and follow complex written and oral instructions.
• Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others.
• Ability to express oneself, clearly and concisely, both orally and in writing.
• Ability to interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude even under extreme pressure.
• Ability to remain professional and calm during conversations for members who are in delinquent status.
• Ability to provide financial education and World Class Member Service while collecting overdue payments from members.
• Ability to think critically and provide recommendations for the member's financial well-being. Refer members to appropriate CU representative for financial products/services where applicable.
• Ability to prepare and maintain confidential records and reports.
• Ability to gather, assemble, correlate, and analyze facts and develop solutions.
• Ability to analyze statistics and financial data.

Job Qualifications (Education/Experience)

Collections Associate I:

• Job requires a high school level of language, math and reasoning skills. Zero to two years' experience in a related field with equal responsibilities is acceptable. Formal training should be supplemented with continuing education.

Collections Associate II:

• Meets the essential job functions, knowledge, skills and ability requirements for a Collections Associate I.
• 3 or more years of relevant experience in a related field provided the candidate has held equivalent responsibilities. Formal training should be complemented by ongoing professional development.
• Ability to independently manage the collections queue assignments and set deadlines.
• Ability to collaborate with team members and cross-train where appropriate.
• Ability to process third party payments
• Responsible for flagging accounts for charge off.
• Ability to process garnishments.
• Ability to work on various reports with internal and external stakeholders.
• Ability to process consumer credit counseling proposals and payments.
• Prepare and send documents to third-party vendors as requested.
• Elevated ability for high-conflict conversations with members and vendors.

Working Conditions

Material and Equipment Involved

• In-House Computer System
• Various Software Applications
• Scanners
• WebEx

Work Environment/Physical Activities

Occasional travel to one of BHFCU's branch locations or attendance at community events may be required

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee for employment. BHFCU adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of the Black Hills Federal Credit Union. Changes may be made to this job description at any time by the President. Black Hills Federal Credit Union is an equal opportunity employer.

Black Hills Federal Credit Union is an equal opportunity employer. All applicants will receive consideration without regard to age, race, color, sex, sexual orientation, genetic information, religion, national origin, disability, veteran status, or any other status or condition protected by state or federal law. BHFCU will provide reasonable accommodation to qualified persons with a disability but who are otherwise able to perform the essential functions of the job.