Member Advocate - Collections Department

JOB SUMMARY

Responsible for the control of late and / or delinquent loan accounts and pending late payment reminders. Make follow-up telephone calls on delinquent loan accounts and maintain accurate records on delinquent loan accounts. Optimize collections on accounts while balancing the goodwill of members with the overall business interests of the credit union

Requirements

ESSENTIAL FUNCTIONS

• Monitor member accounts daily for delinquency status for consumer and real estate
• Identify problematic accounts for discussion with the Member Advocates team
• Prepare and present reports on delinquent accounts and collection activity and progress
• Contact members, co-signers and references regarding delinquent accounts via telephone, text messages, email or online banking
• Work with members to create payment arrangements and plans to collect on delinquent accounts
• Identify members who qualify for work-out or TLM
• Work alongside Member Advocates Manager / Supervisor to create work-out loan packets
• Maintain up-to-date member account information
• Ensure accurate and up to date information for Credit Bureau reporting; update as needed
• Research payroll deduction stops, starts, and changes as they may affect the status of a loan repayment.
• Follow Credit Union Policy and Guidelines for collecting and working Delinquent accounts
• Create attorney packets for collection accounts
• Mitigate loss of Collateral
• Maintain rapport with members regarding delinquent account.
• Maintain and recover Credit Union assets (collateral, shares, etc.)
• Work with Member Advocate Manager on legal issues for CU accounts.
• Other duties as assigned by President / CEO or Executive Management.

COMPETENCIES / SKILLS

REQUIREMENTS / QUALIFICATIONS

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phone, photocopiers / scanners, filling cabinets, 10-key calculator, and fax machines. The position requires manual dexterity, the ability to lift files and open filing cabinets. The employee is required to stand, walk, sit, reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl as necessary.

The employee must be able to occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice