Collections Specialist

Position Summary

Analyze and determine factors causing individual accounts to be delinquent and/or overdrawn. Complete all necessary efforts to successfully resolve these factors through interaction with the account holders to minimize the potential for financial loss to the credit union. The ultimate objective of all collection activities will be to determine the cause and severity of an account's delinquent and/or overdrawn status, and to establish an appropriate course of action to remedy the situation.

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.
• Reviews daily delinquency queues. Completes all necessary contacts on accounts via telephone, electronic, and written correspondence. Confers with members to determine the reason for delinquency on past due or overdrawn accounts, and to arrange an appropriate course of action to resolve the full delinquency. Contacts co-makers, co-borrowers and guarantors.
• Maintains and updates member records. Documents all communications and all collection activity.
• Performs skip-tracing duties as required and directed.
• Processes all accepted payment methods from members and authorized parties to delinquent accounts, ensuring attention to detail and accurate application of funds.
• Thoroughly works all delinquent accounts, ensuring all appropriate efforts are exhausted. Makes recommendations for accounts to be reviewed for repossession, foreclosure or charge off review.
• Assists with member escalations when necessary. Manages and maintains positive relationships with members and drives resolution to service delays and quality issues. Expedite, confirm, and follow up to ensure services are completed correctly for our members.
• Initiates workflow for review of modification, TDR, workout, deferment requests.
• Assists with departmental and/or branch training or job shadowing.
• 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.
• Performs any other duties as assigned.

Job Requirements/Expectations

• High School Diploma or GED.
• Minimum of three years of call center experience, with two of those years in a collections role.
• 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 several 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 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