Job Details

Job Title: Collector

Reports To: Assistant Manager, Collections

Positions Supervised: N/A

FLSA Status: Non- Exempt

Job Summary

The collector is responsible for acting as a liaison between the Credit Union and members to maintain a financially sound loan portfolio through early delinquency control. This position will notify or locate members with delinquent accounts and attempt to secure payments through methods such as phone calls, emails, texts, and collection letters.

Job Responsibilities

The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks other than those specifically stated in this description.

• Interviews members in delinquency to determine reason for delinquency; take appropriate action to resolve the account through extensions, re-aging, consolidation, or other loan workouts options.
• Receives payments and post amounts paid to member accounts.
• Counsels members on financial obligations, advises of options, and solicits agreement of payments; skip traces when unable to locate.
• Negotiates repayment terms and methods using critical thinking and probing questions to overcome objections.
• Thoroughly document all member communications; ensure required documents are filed to include adverse action forms.
• Recommends further action such as repossession, legal action, or referral to collection agency.
• Demonstrates judgment and discretion within the framework of all applicable regulations and policies
• Research and analyze data on past due loan accounts, non-sufficient return items, negative share balances, and claims of fraudulent account activity.
• Cross-sells appropriate products and services to members to help them meet financial needs.
• Complies with applicable laws and regulations to include the Bank Secrecy Act (BSA), the Patriot Act, and the Office of Foreign Assets Control (OFAC).

Required Qualifications

An equivalent combination of education, training, and experience will be considered.

• High School Diploma
• Three (3) years + of customer service or financial services experience

Preferred Qualifications

• Bachelor's Degree
• Three (3) years + of collections experience

Knowledge, Skills, and Abilities (KSA's)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Ability to perform duties under minimal supervision and actively engage with supervisor and related departments within the Credit Union to resolve potentially complicated issues.
• Ability to demonstrate judgment and discretion within the framework of all applicable regulations and policies.
• Ability to work in a fast-paced environment and prioritize work.
• Ability to professionally handle confidential and sensitive information, and a natural tendency towards discretion.
• Outstanding customer service skills and demonstrated ability to interact with anticipated audiences in a courteous, service-oriented manner.
• Collaborative team player, capable of working well with others, but also autonomous as needed.
• Ability to develop trust-based relationships with branches, members, and internal partners.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job's functions.

• Hybrid work environment (combination of remote & onsite); requires regular use of online tools, systems, and collaboration platforms
• General office setting when working onsite
• Occasional travel to branch locations, vendor sites, or other business-related locations
• Attendance at offsite meetings, events, or conferences as needed

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work at a computer in a stationary position for up to 8 hours per day
• Ability to occasionally carry light materials (e.g., laptop, presentation materials)
• Ability to travel for business by car or air and stay in public accommodations as needed

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.