If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!
Position Overview :
Position is responsible for collecting consumer loans and credit cards. Specialists make direct member contact via phone to establish plans to resolve delinquency. Specialists submit charge off requests and repossession requests if account defaulter is unable to resolve their delinquency.
Responsibilities :
- 55%) Making outbound collection calls and answering inbound calls; implementing a member-centric experience with the focus on prioritizing the needs of members with existing financial hardships and helping them transition back to performing account status.
- 15%) Review delinquent member’s recent loan and credit card portfolio prior to attempting contact to determine if the delinquency is a result of credit union error, loss of income, or budgetary issues.
- 10%) Responsible for updating every member interaction timely and accurately in the systems of record which includes tracking dates, notes, and promises to pay / payment arrangements.
- 10%) Collaborates with other areas of the credit union to provide holistic services to members experiencing financial hardships, including but not limited to lending referrals, financial counseling, repossession redemption, Credit Bureau correction requests, and Credit Life / Disability claim submission or inquiry.
- 10%) Monitor frontline collections to ensure efforts comply with the credit union's policy and procedures, applicable legal rules and federal, state, and local regulations are met and to ensure all members receive quality service, courteous treatment, and accurate information.
Required Education & Experience (Knowledge, Skills, & Abilities) :
High School Diploma or GEDA minimum of one year collections experience.Experience with collections systems.Strong PC skills required, including working knowledge of Microsoft 365 applications.Working knowledge of basic financial administration principles, planning, budgeting, evaluating financial data.Possesses a positive telephone presence ensuring a pleasant member interaction; maintains open and respectful communication with members; shows empathy and respect in all interactions.Ability to handle multiple tasks, while meeting deadlines and maintaining quality levels.Capability for critical thinking utilizing multiple sources and systems and process implementation.Demonstrates flexibility in responding to changes in assignment and job responsibility in a dynamic environment.Familiarity with and knowledge of pertinent local, state, and federal laws and regulations including UDAAP, RESPA, ECOA, FDCPA, and SCRADemonstrate professionalism in written and verbal communication.Consistently act as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other SECU employees.Ability to work rotating shifts including but not limited to after hours and weekends.Preferred Education & Experience (Knowledge, Skills, & Abilities) :
4-year degree, CCUE Certification, or Associate in Arts or Associate in Science via the North Carolina College Transfer Program (NC-CTP) .3 years of SECU work experience to include 2 years of collections experience.Extensive knowledge of the SECU operating systems; including but not limited to 3270, Margo Teller and Platform, ALS, FDR, Default Manager, and OnBase.Knowledge of NICE and CLOS (Consumer Loan Originations System)Ability to speak a foreign language (Spanish preferred).Work Environment & Physical Requirements :
Work from home infrastructure with training and meetings conducted at central locations. Must have quiet, private working environment free from noise and disruption in order to maintain a professional at home working arrangement. High-speed internet access (5 MPBS or higher) required.Uses hands and fingers to press keys on a computer keyboard to enter data and retrieve information.Sits 80%, stands 10%, and walks 10% of the time.Must communicate clearly to answer member questions.Must listen intently to members questions and concerns to facilitate quality service.Visual acuity is necessary in completing forms for members.Must be able to comprehend and carry out verbal and written instructions.SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.
