Senior Collector

ROLE:

Responsible for the collection of past due and charged-off accounts. Collection efforts include, but are not limited to, pursuing delinquent accounts through regular phone contact and mail, as well as any other means necessary and appropriate to collect monies owed.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Contacts delinquent members by phone and mail, as well as any other means necessary and appropriate to collect monies owed. Advises and counsels on necessary actions and strategies for debt repayment. Takes appropriate action to bring the account current, including creating an individualized payment plan.
• Negotiates payment in full, payment plans, or settlement on the account.
• Maximizes the collection and/or recovery of Credit Union assets from delinquent or charged-off loans.
• Sets up and maintains accurate files and reports on all collections activity.
• Stays current on collection process knowledge and trends in loan underwriting that contribute to delinquent/charged-off loans.
• Provides training and serves as a mentor and coach to those in the Collector role.
• Makes recommendations on ways to improve work processes.
• Analyzes the financial situation of delinquent borrowers and recommends recovery efforts, including the repossession of collateral when arrangements to bring the loan current are unsuccessful.
• Performs other job-related duties as assigned.

KNOWLEDGE AND SKILLS:

Experience:

• Two years of related experience in collections or banking required.

Education:

• High school diploma or equivalent required or an equivalent combination of education and experience.

Interpersonal Skills:

• Position requires a significant amount of personal contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication. Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service. Excellent written and verbal communication skills are required, including communicating clearly and concisely, managing difficult conversations, and diffusing upset members skillfully. Patience, active listening, and sound judgment are required. Ability to effectively negotiate and influence the actions of others. Must have the ability to understand and communicate products, services, and regulations.

Other Skills:

• Proficiency with Microsoft Office, business applications, and learning the core system and other related software are required. Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team. Ability to read and comprehend complex instructions, correspondence, and memos is required. Ability to dissect raw data into a summarized analysis and perform research on current and new collections practices is required. Must be highly motivated, detail-oriented, organized, and skillful with time management. Efficient with multitasking, problem-solving, and practical application