Collector

Summary GENER AL SUMMARY (What is done and why) The Collector is responsible for maintaining appropriate delinquency and loan loss ratios. This position will cure delinquency, and prevent charge off, resolve issues creating or impacting delinquency and minimize loan losses through assertive collection efforts and appropriate referral to the Member Assistance Program. This position is responsible to provide creative and sustainable solutions to members seeking assistance in curing delinquency. ESSENTIAL FUNCTIONS, IN PRIORITY ORDER (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary) • Responsible to resolve delinquency and minimize loan losses by utilizing all available resources to locate and initiate contact with members whose loans are in default; Is the primary source of account information for members with delinquent loans and the primary resource for delinquency related issues. Time: 55% • Aggressively pursue residence, employment and other information for members who are non-responsive to collection efforts and where initial member information is invalid. Time: 15% • Initial point of contact for members who are experiencing financial difficulties; determine reason for current financial situation and refer member to MAP. Time: 10% • Provide accurate, complete, and consistent documentation on member accounts to eliminate uncertainty and potential issues. Time: 5% • Obtain and maintain a high level of knowledge of all Credit Union products and services. Time: 5% • Responsible to prepare and submit recommendations for repossession, charge-off and legal action for assigned portfolio. Time: 5% • Responsible for checking e-mails and voicemails and responding by end of business the day received. Time 5% EDUCATION (Minimum education required to perform the duties of this position) • High school diploma or equivalent. Some college preferred. EXPERIENCE (Minimum experience required to perform the duties of this position) In Addition To The Education Requirement • Two years of collections experience preferred. KNOWLEDGE, SKILLS AND ABILITIES (Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position) • Self-motivated with the ability to work in a self-managed team environment. • Excellent verbal, written, and platform communication skills. • Computer literacy and keyboarding skills • Exceptional time management and organizational skills. • Strong decision making and problem-solving skills. • Ability to successfully adapt to organizational change. • Ability and willingness to attain the personal development required to support progressive growth. • Attention to detail. • Innovative. • Ability to maintain confidentiality. • Ability and willingness to adapt to continual change. Required Competencies • Problem Solving • Dealing with Ambiguity • Time Management • Demonstrates Courage • Drive for Results • Interpersonal Savvy • Customer Focus • Integrity and Trust • Self-Development • Business Acumen Mental Requirements • Ability to handle irate and abusive members. • Analyze and resolve problems quickly while talking with members. • Evaluate credit worthiness of members. • Ability to manage stress and negativity. • Receptive to feedback, willing to learn and embrace continues improvement. • Ability to research and analyze all possible resolutions for delinquency and charge-offs. • Use appropriate judgement in delinquency resolution. • Identify errors and make appropriate corrections/settlements. • Differentiate between geographical areas of membership. • Differentiate between financial levels of membership. • Recall of members/problems for effective collection. • Ability to maintain a positive behavior when resolving member/staff issues. • Ability to build constructive and effective relationships inside and outside of the organization. Tools and Equipment Used • All available general office equipment as needed. • All available computer software and hardware as needed. WORKING RELATIONSHIPS/CONTACTS (Positions with which incumbent has frequent contact) • Daily, personal/written/phone contact with Credit Union members. • Daily, personal/written/phone contact with Collections management. • Daily, personal/written/phone contact with Credit Union staff. • Daily contact with interfacing departments. PHYSICAL DEMANDS (Physical effort generally associated with this position) Work involves standing and walking for brief periods of time, but most work is done from a seated position. A great deal of time is spent on the telephone. Must be able to talk and keyboard simultaneously. There is potential for eyestrain from reading detailed reports and computer screen. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels. WORKING CONDITIONS (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position) Internal - Work is normally performed in climate-controlled office environment. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; extended hours may be required. External - Some travel is required; however, information on environmental conditions is not available. EOE/Vets/Disability