Member Solutions Representative / Collections Representative
Job Description
Job Description
Purpose: The primary function of this job is to protect the Credit Union's assets by identifying and collecting consumer loans, mortgage loans and negative share/share draft accounts, which are late, delinquent, and potentially delinquent. This is accomplished by handling inbound calls, initiating outbound calls and meeting monthly collections goals. The Member Solutions Representative will use job-relevant technical skills, maintain/update technical skills and seek to enhance service skills. This position requires the ability to make decisions within established guidelines, willingness to work within a collection performance-based environment, and the ability to be a team player in an organization that values the spirit of teamwork.
Essential Functions
- Contact delinquent members through various communication channels to discuss their consumer loan/credit card and negative share/share draft accounts
- Initiate collection notices to members within FDCPA guidelines
- Document collection actions taken
- Assign vehicle loans for repossession using established procedures
- Research posting and transaction mistakes
Other Functions
- Perform skip tracing efforts
- Assist in maintaining collections records using established procedures
- Negotiate settlements with members and debt relief agencies
- Assist outside collections agencies and legal counsel
- Remain current on legal and regulatory issues which may affect loan department
- Cross-train to learn other responsibilities
- Provide debt and financial counseling using established procedures
- Perform specific and delegated duties as assigned by management
Job Qualifications
Knowledge of:
- Collections, lending, and financial regulations including FDCPA, FCRA, SCRA and UDAAP
Industry collections policies, procedures and servicing philosophy
- Collections platforms such as Akuvo, eOscar and Meridian Link
- Microsoft suite including Teams and Outlook
Skills
- Vision: Ability to complete necessary paperwork
- Speech/Hearing: Ability to communicate verbally with staff, members, and vendors
- Manual Dexterity: Ability to perform necessary computer-related input
- Physical Mobility: Requires significant finger manipulation, hand-arm manipulation, hand/arm steadiness, eye/hand/foot coordination, limb movement without visual control, hand/ear coordination, skilled body coordination, and skilled body positioning
Ability to:
- Understand and follow complex written and oral instructions
- Comprehend and retain complex functions and procedures
- Express oneself clearly/concisely, both orally/in writing
- Prepare and maintain confidential records and reports
- Gather, assemble, correlate, and analyze facts and develop solutions
- Analyze statistical and financial data
Education/Experience
- Job requires a high school level of language, math, and reasoning skills
- Two years of experience in a related field with equal responsibilities is acceptable
- Formal training should be supplemented with continuing education and self-development programs