Collections Specialist

Job Title

The primary role of this position is to be the key partner to our members financial journey and to help further the Credit Union's commitment to strengthening our communities and expand our current membership. To achieve this mission, the position must deliver high-quality service to both internal and external members. A key element to this service delivery is to identify the member's financial needs and recommend the most suitable solution for the member. Responsible for the control of late and/or delinquent loan accounts and pending late payment reminders. Optimize collections on accounts while balancing the goodwill of members with the overall business interests of the credit union.

Essential Functions & Responsibilities

- Monitor payments for late and/or delinquency status. Follow-up on delinquent, high-balance, and overdue credit balance accounts by phone and/or letter. Ensure professional communication/interface with members at all times. Maintains accurate files and reports on all collections activity. Must update files and system accounts via the credit union's delinquency/recovery system.

- Contact first payment default and Key Start accounts on a daily basis to determine the reasons for delinquency and assist them in developing plans to bring accounts to a current status.

- Ability to perform the following collection activities: including but not limited to securing credit reports, performing skip trace on loan accounts, processing Collateral Protection Insurance (CPI), maintaining accurate data for repossession log, bankruptcy files, charge-off list, etc, and any additional account file maintenance needed. Process GAP claims and prepare documentation for TDR's and modifications.

- File all claims, attend hearings and coordinate with trustees for all bankruptcy filings. Testify at legal proceedings as required.

- Performs other job related duties as assigned.

Performance Measurements

- To achieve or exceed the established service goals by establishing and maintaining member relationships. This includes making 100 calls/member contacts daily.

- To practice, promote, and support the Vision, Mission, and Core Values of the CU and to ensure they are carried out by each employee.

- To maximize the collection and/or recovery of credit union assets from delinquent or charged-off loans.

- To maintain accurate and complete records of all collection and recovery activity.

- To ensure that collection activity is both within credit union policy and all relevant regulations. Must be well versed in Regulations such as: REG CC, BSA, OFAC, Reg B, Reg Z and MIP (CIP).

- To provide courteous, compassionate, professional and accurate service and support to all members and associates.

Knowledge and Skills

- Experience: One year to three years of similar or related experience. Strong working knowledge of relevant software including Microsoft 365.

Education

- (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

- Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Employees should find every opportunity to writing good into the life stories of those around us.

Other Skills

- Must have effective communication skills, including written, verbal and outstanding telephone etiquette.

Physical Requirements

- While performing the duties of the job, the employee is regularly required to stand, sit, walk, stoop, kneel, talk and hear. Vision requirements include: close vision and the ability to focus. Nature of the position requires physical mobility and the ability to lift a maximum of 30 pounds.

Work Environment

- Full-time employees are required to complete (16) hours of volunteerism and (8) hours for Part-time employees. All volunteer time has to be approved prior to event. In addition, needs to benefit or have an impact in Harris County.