What are the responsibilities and job description for the Collector position at Together Credit Union?
Together Credit Union is on the lookout for a compassionate and proactive Collector to help support our members and keep our loan portfolio in great shape. In this role, you’ll connect with members who have missed payments, work with them to find solutions, and help guide them toward financial stability. We’re looking for someone with at least three years of experience, great communication skills, and a solid sense of discretion and empathy. If you're a natural problem-solver who thrives in a fast-paced, team-focused environment—we’d love to meet you!
Reports To: Manager, Collections
Positions Supervised: Not Applicable
FLSA Status: Non-Exempt
Job Summary
The collector is responsible for acting as a liaison between the Credit Union and members to maintain a financially sound loan portfolio through early delinquency control. This position will notify or locate members with delinquent accounts and attempt to secure payments through methods such as phone calls, emails, texts, and collection letters.
Job Responsibilities
The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.
- Interviews members in delinquency to determine reason for delinquency; takes appropriate action to resolve the account through extensions, re-aging, consolidation, or other loan workouts options.
- Receives payments and posts amount paid to member accounts.
- Counsels members on financial obligations, advises of options, and solicits agreement of payments; skip traces when unable to locate.
- Negotiates repayment terms and methods using critical thinking and probing questions to overcome objections.
- Thoroughly documents all member communications; ensures required documents are filed to include adverse action forms.
- Recommends further action such as repossession, legal action, or referral to collection agency.
- Demonstrates judgment and discretion within the framework of all applicable regulations and policies
- Researches and analyzes data on past due loan accounts, non-sufficient return items, negative share balances, and claims of fraudulent account activity.
- Cross-sells appropriate products and services to members to help them meet financial needs.
- Complies with applicable laws and regulations to include the Bank Secrecy Act (BSA), the Patriot Act, and the Office of Foreign Assets Control (OFAC).
Required Qualifications
An equivalent combination of education, training, and experience will be considered.
- High school diploma
- Minimum 3 years of related professional experience.
Knowledge, Skills, and Abilities (KSA’s)
A representation of the knowledge, skills, and abilities necessary to perform this job competently.
- Ability to perform duties under minimal supervision and actively engage with supervisor and related departments within the Credit Union to resolve potentially complicated issues.
- Ability to demonstrate judgment and discretion within the framework of all applicable regulations and policies.
- Ability to work in a fast-paced environment and prioritize work.
- Ability to professionally handle confidential and sensitive information, natural tendency towards discretion.
- Outstanding customer service skills and demonstrated ability to interact with anticipated audiences in a courteous, service-oriented manner.
- Collaborative team player, capable of working well with others, but also autonomously as needed.
- Ability to develop trust-based relationships with branches, members, and internal partners.
Work Environment
Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
- Hybrid remote and in-office setting; general office environment when in-office
Physical Abilities
The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work at a computer in a stationary manner up to 8 hours daily.
Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.
