Collector I (Full Time-In Office)

Department: Lending Grade: 6

Reports To: Director, Lending/Collections Classification: Non-Exempt

Supervises Direct: None Supervises Indirect: None

Approved By: Effective Date: 01/01/2021

Role:

As the entry level position in the Collection Team, an individual in this position is primarily responsible for preserving Credit Union assets by controlling delinquent accounts, collecting delinquent loan payments, counseling with members and/or recovering collateral. This individual will maintain a strong knowledge of Credit Union procedures and compliance requirements to provide outstanding service and mitigate exposure.

Essential Functions & Responsibilities:

E 60%       Contact delinquent accounts by methods including, but not limited to, phone and mail. Advises and counsels members of necessary actions and strategies for debt repayment. Takes appropriate action to bring                        account to a current status. As necessary, helps members create custom payment plans to repay the Credit Union.

E 10%        Analyze financial situation of delinquent borrowers; make recommendations to repossess collateral when other arrangements to bring the loan current are unsuccessful. 

E 10%        Set up and maintain accurate files and reports on all collections activity.

E 10%        Review share accounts for negative status, process related reporting, send required notifications on account status changes, monitor accounts for fraud and track accounts as needed.

E 5%           Identify and apply resources toward continued development of collection process knowledge and trends in loan underwriting that contribute to the reduction of delinquent/charged-off loans.

N 5%          Performs other job-related duties as assigned.

Performance Measurements:

1.                Contribute to a cohesive, highly trained, motivated team sufficient to meet daily department demands.

2.                Meet the daily minimum of outbound calls set by department leadership. 

3.                Meet department standards for collecting on delinquent accounts at eleven (11) days through fifty-nine (59) days past due or more as directed; completing and updating collection records following established                         guidelines with a high level of accuracy; ensuring all requirements are conducted timely to enable continued, escalated collections efforts.

4.                Maintain member account security and accuracy, following all applicable Federal, State and Credit Union regulations, policies, and procedures, including updating records and processing requests with minimal                          error.

5.                Amplify member experience by providing prompt, informed, professional, and accurate service/support in alignment with established quality service guidelines.

6.                Troubleshoot and resolve member and internal inquires accurately and promptly to accomplish first-contact resolution standards.

7.                 Respond promptly to all internal and external communications, including but not limited to, email, messages, and other correspondence.

8.                 Prompt preparation of relevant reports; ensuring accuracy and clarity in data, representation, and presentation.

9.                 Resolve problems within authority guidelines; Escalate inquiries to the appropriate supervisor accurately when all measures within position authority have been attempted and issue resolution is not possible.

10.               Suggest enhancements to the processes and procedures of the department to achieve greater efficiency; Regularly report to leadership regarding departmental needs and key operational issues.

11.               Develop and maintain a strong knowledge of Credit Union products, services, and procedures.

12.                Lead by example, ensure compliance with all applicable Credit Union policies, procedures, regulations; including but not limited to, upholding integrity and transparency, maintaining a reliable record of                                       attendance and timeliness, and keeping a professional work environment and businesslike appearance.

Knowledge and Skills:

Experience: One month to twelve months of similar of related experience.

Interpersonal Skills:  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contact become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary. This position does not require daily face to face interaction with members of the credit union.

Other Skills:  Talks to others to convey information effectively. Communicates effectively in writing as appropriate for the needs of the audience. Maintains confidentiality related to Credit Union operations and work related information. Computer operating systems: Microsoft products, CU software

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to process work; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies weighing up to 20 pounds.

Work Environment This job operates in a professional office environment within one of the credit union branches or its Headquarters. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position requires flexibility in day-to-day schedule as tasks may change based on department staffing; regular attendance and punctuality are also needed.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.