Collection's Officer

Job Summary: Under the direction of the Collections Manager, the Collections Officer will manage delinquent accounts by contacting members to resolve past-due balances and perform administrative duties as assigned. 

Essential Functions:

• Contact members with delinquent and negative accounts via phone, text messages, email, and written communication.
• Monitor accounts and follow up on promises to pay to ensure resolution.
• Review account history and determine appropriate collection strategies.
• Educate members on payment options and assist in resolving delinquency.
• Negotiate payment arrangements within established guidelines.
• Accurately document all collection efforts and member interactions in system records.
• Identify accounts that require escalation and refer to senior collectors or management.
• Receive and post payments to delinquent loan accounts and note receipt of payment.
• Create legal packets for third party collections.
• Answer inbound phone calls and department emails.
• Assist with skip tracing efforts to locate members.
• File and process GAP, warranty, and ancillary product refund claims.
• Maintain compliance with all federal and state regulations and internal policies.
• Support team initiatives to reduce delinquency and minimize losses.
• Maintain a high level of professionalism and member service during all interactions.

Job Skills, Abilities, and Knowledge:

• Ability to learn and maintain an understanding of Credit Union utilized systems including but not limited to collections, payments, repossessions, and insurance.
• Skilled in technology in applicable computer programs and virtual/digital work. Ability to work in a paperless environment. 
• Ability to work with confidence in multiple software applications. Has the ability to incorporate existing or available technologies to help automate certain processes.
• Ability to learn and follow all federal and state collection and bankruptcy laws, as well as organizational policies, procedures, and processes.
• Ability to effectively communicate with members and co-workers by both written and verbal means. Resolve member complaints and discrepancies, and manage difficult member situations in a courteous, knowledgeable, and professional manner.
• Skilled in organization, time management, and problem solving, with strong attention to detail.

Mental & Physical Requirements: Requires sitting 6-8 hours a day; Stress related to important decisions. Must be able to work a flexible schedule to include weekends and occasional after hours, as necessary.

Remote Work Requirements: This is a hybrid role. Employee will embrace working remotely from home at the discretion of the Collections Manager. When working from home, must have a safe, secure, private, and dedicated workspace.