Collector ll

This position is responsible for the control of delinquent loan accounts, pending late payment reminders and promises to pay. Making follow up calls on delinquent loan accounts and maintain accurate records. Optimize collections on accounts while balancing the goodwill of members with the overall business interests of the CU. Suggest programs available to assist during difficult financial times for member’s to keep loans current and members in good standing Skip Trace as needed to locate and speak to members at the earliest stage of delinquency, discover reason for delinquency (RFD). Process payments as needed.

Provide education to members and internal staff to prevent future delinquency or losses to the CU. Administrative work that may included but not limited to emails, mailing letters, processing mail, prepping a dummy file for repo or legal action, loan modifications or extensions. Others duties as assigned

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

Monitor and Report Delinquent Loan Activities

Review delinquent accounts and contact members to determine RFD. Contact members on delinquent loan and credit card accounts by phone, letter or email to obtain payment or a promise to pay.  Suggest programs available to assist during difficult financial times for member’s to keep loans current and members in good standing.

Productivity and Accuracy 

Submit requests to department manager for consideration of repos, field calls, work outs, TDR’s, loan mods or extensions in an accurate and timely manner.

Reporting

Obtain credit bureau reports and initiate skip tracing efforts to locate members and report all communication in the collections notes module in Symitar.

Communication

Ensure professional interface with both internal and external members at all times. Has direct communication with external members as required.

Support

Provide support to internal members and branches with collections related issues and concerns.

PERFORMANCE STANDARDS:                                                                      

• Meet or exceed the following standards of service:

Treat Members with respect. Provide a warm greeting and make Members feel welcome. Take ownership of requests. Find a way to improve Member’s financial life.

• Respond in an accurate and timely manner.
• Create a “wow” experience.
  • Maintain credit union confidentiality as it pertains to all aspects of the credit union.
  • Maintain a good understanding and adhere to OFCU policies and procedures, NCUA, Federal and State regulations and with management approval documents exceptions to policy.
  • Keep updated on changing regulations as they relate to credit union products and services.
  • Consistently display teamwork, reliability, adaptability, strong product knowledge, and good judgment.
  • Complete basic compliance certification within 12 months of employment.

                 

  COMPLEXITY OF WORK: Requires excellent communication and observation skills; ability to read and interpret specific directions, responsive and strong decision making abilities and a sound and professional attitude and image.

  RELATIONSHIP OUTSIDE DEPARTMENT TEAM:  Internal and external members as applicable

  SUPERVISORY RESPONSIBILITIES (if applicable):  None

  QUALIFICATIONS:  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.

  1. REGULAR ATTENDANCE is required.
  1. EDUCATION and/or EXPERIENCE
  • High school graduate (required)
  • Previous comparable experience (preferred)
  • Knowledge of various collection and fraud regulations including Reg B, Reg Z, Fair Debit Collection Practices Act and the Fair Credit Reporting Act (preferred).
  • Basic proficiency in Microsoft Office products including Word, Excel and Outlook (required).

  CERTIFICATIONS, LICENSES, REGISTRATIONS:  None

  ON-THE-JOB TRAINING:

  • Monitoring for and reporting suspicious activity and complying with all Bank Secrecy Act requirements, including completion of annual training (required)  
  • Completion of Integrity Service & Selling training (required).

  LANGUAGE SKILLS:

  • Ability to read, write, speak proficiently and effectively in English to both internal and external members individually or before a group (required).

  MATHEMATICAL SKILLS:

  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals (preferred).
  • Ability to calculate fractions, percentages, ratios and averages to create Collections Reports (preferred).

  REASONING ABILITY:

  • Ability to interpret a variety of instructions furnished in written or oral form (required).
  • Ability to identify problems, gather data, focus on details and understand the reasons behind problems (required).
  • Analyze and interpret statistical data, focus on details and understand the reasons behind problems (required).
  • Generate effective solutions to problems, consider all aspects of issues, be able to negotiate and compromise, suggest alternative solutions, and be able to balance the business needs of the CU with the needs of the member (required).

  OTHER SKILLS AND ABILITIES:

  • Possess excellent oral and written communication skills (required).
  • Be highly motivated and well organized with strong interpersonal skills (requied).
  • Ability to demonstrate strong tact and diplomatic communication skills interacting with internal and external team members (required).
  • Ability to prioritize workload and maintain integrity of confidential member and team member information (required).

  WORK ENVIRONMENT: While performing this job, the noise level in the work environment is Moderate Noise (examples: business office with telephones and or computer printer, light traffic).