Collections Officer

Our Company

At Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion. We can’t wait for you to join us.

Job Overview

This position reports to the Assistant Collections Manager. This role requires someone who is enthusiastic about educating and assisting our members with our services. Engage members in communication to resolve outstanding delinquent accounts and minimize losses to the credit union and its members. Maintain a high level of member service and professionalism when dealing with difficult and sensitive situations. Ability to offer solutions that will improve members' financial situations. You will be an empowering mentor who will be:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members

Position Details: 

Non-Exempt (Hourly) 

Hours: Monday-Friday, occasional Saturdays  

1241 Pullman, El Paso, TX 79936

Pay Range:  

$16.73-$25.09

Skills and Experience

• Education - Highschool degree or equivalent
• Minimum of 1 year of customer service experience
• Minimum of 1 year of Collection experience
• Previous credit union experience is a preferred
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills
• Critical thinking and problem-solving skills
• Detail-oriented, and ability to multi-task
• Proficient in Microsoft Office and web-based applications

Role Description and Essential Duties

• Make early contact with members and co-members to collect and keep them informed of loan status. Determine reasons for delinquency and work towards solutions by negotiating payment arrangements or proposing alternative repayment plans for permeate solutions on consumer loans, credit cards, and negative shares.
• Reviews and analyzes credit and income to suggest solutions not limited to consolidations, financial counseling, extensions, due date changes, and workouts.
• Utilizes effective human relation skills and various forms of persuasion to present a positive Credit Union image. Clams irate members, answers questions, and solves complaints relevant to department functions.
• Utilizes further collection methods if initial attempts do not secure required payments such as; skip tracing, mail corresponding, emails, texts, etc. Recommends repossessions and field contacts when applicable.
• Advise members of insurance lapses when applicable.
• Performs collection efforts in accordance with Credit Union policies and procedures.
• Balances team and individual responsibilities. Contributes to building a positive team environment.
• Recommendation and review of repossessions.
• Review and status of Bankruptcies, and insurance claims.
• A natural communicator who picks up on member’s concerns- and expresses things in a way they can relate to – and who helps them understand complex or intimidating topics, so they feel more knowledgeable.
• Act as an empowering mentor to provide guidance to our members while building rapport.
• Demonstrate the ability to give sound advice considering members and Credit Unions best interest.
• Provide guidance, and answer questions related to credit union and all other related services.
• Responds promptly to customer needs and meets commitments.
• Maintains customer files. Documents all collection actions taken, including telephone conversations, emails, alternative financial arrangements, and correspondence in collection notes.
• Researches loan accounts that appear on late and potentially late records.
• Maintains confidentiality.
• Prioritize workload to meet or exceed daily, monthly, quarterly, and yearly collection and contact goals.
• Support credit union goals and objectives and actively participate in training sessions and special promotions.
• Stay informed on credit union products, services, procedures, new developments.
• Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
• Other duties assigned.