Collection Representative

Performs a variety of collections activities and utilizes all available resources to reduce delinquent accounts, avoid charge-offs and foreclosures. Interacts with members to gain knowledge and understanding of their financial situation. Creates payment plans to protect the assets of the Credit Union.

Job Description

Essential Duties and Responsibilities

• Performs collections on delinquent accounts through phone calls, correspondence and follow-up; uses reason and research to find solutions and make payment arrangements; makes recommendations for account charge-offs, repossessions and foreclosures.
• Documents and processes departmental work, including but not limited to; verifying for accuracy and completeness, performing research, scanning and filing documents and other materials, retrieving and releasing documents and records.
• Performs specialized data entry to prepare a variety of standard materials, documents and reports; updates computer records and databases; completes and processes standard forms related to areas of responsibility.
• Updates, flags and closes delinquent accounts; prepares journal vouchers for payments.
• Prepares and maintains a variety of reports, including but not limited to; delinquencies, bankruptcies, foreclosures, returned checks and account charge-offs.
• Interacts with other departments, attorneys and third party vendors to research and resolve problems and provide requested information.
• Maintains records of work performed.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirement

High School Diploma or GED - Required

Experience Requirement

2 Years - Collections Experience - lending or member service experience may be considered - Required

SKILLS/ABILITIES

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Resolve problems utilizing advanced knowledge and experience.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

• Works in general office environment in a financial services facility.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.