Collections Representative II

Credit Representative II

Join a spirited, dynamic team with Hawai`i's leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members.

Position Purpose:

This position works with members with delinquent loans and negative share accounts on repayment schedules and return items; stays abreast of collection laws, and minimizes loan delinquency through regular contact and follow-up.

Essential Functions:

• Contacts, by phone or mail, members with delinquent accounts in order to establish a mutually agreeable payment schedule on a regular basis.
• Responsible for accurate and complete maintenance and documentation of all actions taken, both verbal and written transactions.
• Follows up on loan payments made with non-sufficient funds and insufficient payroll deductions and periodic payments.
• Educates members on how to pay their debts in a timely manner.
• Identifies potential troubled members, and negotiate payment options.
• Responsible for accurately updating collection reports in a timely manner.
• Follows established collections procedures and prepares and mails all delinquent loan reminder notices.
• Prepares and maintains appropriate documents for charged-off loans, auto repossessions, and bankruptcies.
• Researches loan payments to ensure that the member receives full and complete explanation of the status of his/her loan.
• Researches automatic payment changes that may affect the status of a loan payment.
• Responsible for maintaining accurate collection records and files.
• Assists members in completing documents for filing (CDI & CLI) insurance claims.
• Submits appropriate documents for collateral protection insurance coverage.
• Evaluates and gathers information on delinquent accounts submitted for workouts.
• Performs other duties as needed.

Performance Standards:

• Provides excellent member service (internally & externally).
• Maintain reasonable delinquency ratio.
• Maintain & document of all member interactions during collection efforts.
• Accurate and timely follow-up on delinquent accounts.

Qualifications:

Education/Certification:

High school diploma or GED is required.

Required Knowledge:

Basic understanding of MS Office Suite.

Basic knowledge of credit union programs.

Knowledge of state and federal collection regulations.

Experience Required:

Two to three years lending and collection experience.

Skills/Abilities:

Excellent verbal and written communication skills.

Able to navigate and properly utilize the core collections system.

Negotiating skills.

Analytical and problem-solving skills.

Activities and Requirements of this Position:

Repetitive Motion: Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills: Must frequently convey detailed or important instructions of ideas accurately and quickly.

Visual Abilities: Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing: Able to hear average or normal conversations and receive information.

Physical Strength: Sedentary work (sitting most of the time). Able to lift and carry up to 25 lbs.

Reasoning Ability: Able to apply common sense understanding to carry-out detailed instructions and to deal with problems involving variables.

Mathematics Ability: Able to perform basic math skills including adding, subtracting, multiplying and dividing using a calculator.

Language Ability: Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.

Working Conditions:

Air-conditioned, smoke-free office setting.

Attendance Requirements:

Please note that scheduled attendance requirements may change due to business needs.

Business Hours:

Monday through Saturday. Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.