Collections Associate

The determination and analysis of factors causing individual accounts to fall into delinquency and/or overdrawn, and the implementation of efforts to successfully resolve these factors through interaction with the account holders. Efforts will include, but not be limited to, extensive telephone and written communication with members and other departments. The ultimate objective of all collection activities will be to determine the cause of delinquency and/or overdrawn status, and to establish an appropriate course of action in order to remedy the situation. Collection efforts include skip tracing, processing payments, or opening of correct activities for more complex issues to be resolved by team. Credit and financial counseling of past due and overdrawn accounts in accordance with established lending guidelines and state and federal regulations. Completes proactive campaigns on non-delinquent, high risk accounts in efforts to maintain good standing.

GREENSTATE CULTURE:

At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.

Pay range for this hourly position is $23.61 - $27.60/hr with a progressive benefits package. 

1. Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
2. Demonstrates a positive member service (internal and external) focus at all times.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Makes collection contacts to assigned delinquent accounts and performs any tasks or duties in order to aid in collection of past due accounts.
7. Contacts and confers with members by any means necessary to determine the reason for delinquency, and to arrange an appropriate course of action in order to remedy the situation. Communication may involve members, 3rd parties or internal staff and may be done by phone, email, text or live chat.
8. Initiates activities for appropriate action for those accounts that cannot be contacted, or for which satisfactory arrangements cannot be made
9. Maintains and updates member records. Records all communications and all collection activities.
10. Follows-up on early stage past due mortgages, loans, and credit cards; to make reasonable and practical arrangements for interest, partial, or full payments.
11. Processes all accepted payment methods from members and authorized parties to delinquent accounts, ensuring attention to detail and accurate application of funds.
12. Confirm all required notices are sent to members at appropriate times
13. Assists department with scanning, printing and mailing of all notifications, letters and other documents and upload documents to synergy as needed.
14. Review, distribute and redirect incoming daily mail.
15. Monitor Department Email inbox and respond accordingly or forward to appropriate team in a timely fashion. Ensure proper documentation of interaction in servicing platforms.
16. Performs skip-tracing duties, as required and directed.
17. Initiates workflow for review of modification, TDR, Hardships
18. Refers members to financial counseling resources when necessary.
19. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events, on an annual basis.
20. Work as a team to meet specific department goals for delinquency and abandonment rate.
21. Performs any other duties as assigned.

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