Collector II

Job Description

Job Description

Join our team as a Collector II and play a key role in helping members achieve financial success while protecting the financial well-being of the credit union. We are seeking an experienced collections professional with 3+ years of first-party collections experience, preferably within a credit union, bank, or other financial institution. In this role, you will manage mid-to-complex delinquent accounts, utilizing both inbound and outbound member interactions to negotiate payment solutions and resolve account issues with professionalism and empathy.

Title: Collector II

Position Status – Full-time non-exempt (hourly)

Reports To: Collections Manager

Target hiring pay range: $21.75 - $27.19 per hour

The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector. 

We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays. 

Purpose : The primary purpose of this position is to assist Center Parc Credit Union (CPCU) to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” 

The Collector II leverages advanced consumer credit and collections knowledge to manage moderate to complex delinquent accounts, resolve escalated member issues, and support stop loss mitigation efforts 

Essential Duties and Responsibilities: Other duties may be assigned.

1. Adhere to and deliver on Center Parc’s core values:
   1. Serve Exceptionally
   2. Commit to Better
   3. Find the Fun
   4. Invest in Integrity
   5. Follow the Numbers
   6. Go Forth and Conquer

1. Receive incoming calls from members and internal stakeholders: Works with the caller to resolve the account.
2. As required, follow establish protocols to transfer calls to appropriate collections personnel best suited to handle some requests or situations. 
3. Work collections queue and conduct outbound calls in attempt to resolve past due accounts and make payment arrangements.
4. Utilize the system of record to document all conversations, contact, or efforts to contact members regarding delinquent accounts. 
5. Manage accounts in moderate to advanced stages of delinquency, including higher risk or more complex member situations.
6. Independently evaluates member circumstances and recommends appropriate resolution strategies within established authority limits.
7. Negotiates payment arrangements, extensions, workout solutions, or other loss-mitigation options in accordance with policy and procedure.
8. Serve as an escalation point for Collector I team members on complex account questions, member concerns, or process guidance.
9. Review delinquent loan queues to identify trends, prioritize collection activity, and recommend next steps to reduce risk and loss exposure.
10. Conduct more advanced research related to payment history disputes, account discrepancies, credit reporting concerns, and member claims.
11. Prepare accounts for further collection action, including repossession referral, charge-off recommendation, legal review, or external agency placement, as applicable.
12. Monitor adherence to payment arrangements and follows up promptly when commitments are not met.
13. Within policy and procedures, offer the members all possible options to bring the account current and mitigate the probability of perpetual payment delinquency. 
14. Adhere to the Fair Credit Reporting Act, Fair Dept Collections Practices Act, and any other federal, state, or local regulations or laws governing collections and the performance of daily tasks associated with this role. 
15. Receive or gather information related to credit reporting disputes or updates and routes those to the appropriate department resource for mitigation. 
16. Appropriately and timely research pay history disputes. 
17. Under the direction of the Collections Manager, and in accordance with established process, procedures, and protocols, send out letters of communication to attempt resolution of account delinquency. 
18. Promptly apply payments when received. 
19. Exhibit customer focus and positive customer service demeanor each day. 
20. Handle multiple tasks simultaneously within established deadlines. 
21. Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position.
22. Other duties as assigned.

Supervisory Responsibilities: No direct reports. Achieves established objectives and results through communications with internal and external stakeholders, managers, and members. 

Qualification Requirements : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED Education and/or Experience:

• Requires a level of knowledge normally gained with a high school diploma or equivalent
• 2 years of related financial services, customer service, or account resolution experience 
• 3 years of direct collections related work experience
• Technical competence with MS Office products 

PREFFERED Education and/or Experience:

• Bachelor’s degree in business administration, finance, accounting, or related field or an additional 2 years of relative work experience in lieu of degree
• 5 years of specific collections work experience at a credit union
• Previous experience with Symitar, Elle, Temenos or other collections or financial services software applications

Physical Job Requirements:

Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 20 pounds

Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. Center Parc Credit Union prohibits harassment based on the same protected classes and criteria.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. 

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.