Collections Specialist II

Collections Specialist II

Collections Specialist II is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.

Normal day-to-day work includes:

1. Contacting Credit Union members regarding loans in default via phone, email, and text message.
2. Providing primary support for all incoming and outgoing call efforts to support delinquency and loss management goals, including assisting the Default Management team by providing primary phone support for repossessions and other escalated collections matters.
3. Proactively contacting members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency.
4. Working with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
5. Ensuring a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future. Providing members with information on financial education resources and tools to help them manage their finances and avoid future delinquencies.
6. Establishing proficiency in all current and future software systems utilized by the Loss Mitigation team, including core operating systems, collections software, payment portals, and document retention software.
7. Accurately documenting all member interactions, payment agreements, and action plans in the core collection system.
8. Maintaining sufficient call volume and quality standards in line with established positions Key Performance Index goals.
9. Collaborating as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
10. Assisting Loss Mitigation management with reviewing reports on delinquency trends, member interactions, and recovery efforts.
11. Maintaining knowledge of Default Management practices and procedures to best aid in cross-team communication.
12. Ensuring all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.
13. Taking ownership for actions, decisions, and results; openly accepting feedback and demonstrating both the willingness and ability to improve.

Job qualifications include:

1. Minimum 1-3 years experience in consumer loan product collections.
2. An understanding of accounting principles and business financial statements and tax returns.
3. Knowledge of analyzing personal tax returns, personal financial statements, and credit bureau reports.
4. Experience with credit procedures, policies, regulations and laws, in addition to knowledge of bankruptcy and consumer law.
5. Strong interpersonal skills with ability to work in a team environment.
6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
7. Ability to lift a minimum of 25 lbs. (file boxes, computer).
8. Travel required on occasion.

Preferred qualities include:

1. A minimum of 1-3 years of Credit Union consumer credit experience.
2. Knowledge of loan structuring and work-out solutions.

Civic Culture

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

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