Collections Team Member I, Full-Time

Job Description:

• Contact all members with delinquent accounts and overdrawn shares facing financial difficulty.
• Assist the member towards restoring their good standing status with the Credit Union.
• Maintain the financial soundness and manage the asset quality by achieving the lowest possible delinquency and charge-off ratios.
• Answer incoming member or member-related contacts (phone calls, emails, faxes, etc.).
• Review and document status of accounts and initiate telephone contact on delinquent loans.
• Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected.
• Prepare correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email.
• Utilize Collections system to document accurately.
• Determine reason for delinquency and refer members to BALANCE when necessary.
• Perform skip tracing within established compliance and best practice procedures.
• Establish and monitor payment plans whenever possible.
• Initiate all required documents pertaining to payment plans, repossessions and/or possible foreclosures.
• Pull Credit Bureau reports when necessary.
• Review and make recommendations for rewriting of delinquent loans and/or settlements.
• Achieve assigned goals monthly.
• Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to the job functions.
• Exercise appropriate telephone etiquette.
• Follow detailed and standardized procedures in performing routine collection operations and perform a variety of support duties related to the collection function.
• Make recommendations on ways to improve work processes within Collections.
• Perform other job-related duties as assigned by Managers(s).

Requirements:

• High School graduate or equivalent required.
• Excellent telephone and communication skills required.
• Excellent written and verbal communication skills.
• Experience successfully utilizing various computer programs including MS Office.
• Previous experience in a call center and/or financial institution.
• 2-3 years of recent and progressive experience in consumer or mortgage collections in a financial institution preferred.
• Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act and other applicable collection laws.
• You must reside in Massachusetts, New Hampshire, Rhode Island, or Connecticut.

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