Collector 1

Arrowhead Credit Union Rancho Cucamonga , CA 91730

Posted 2 weeks ago

Job Title: Collector 1 Department: Collections

Supervisory Role: No FLSA: Non-Exempt

Supervisor's Title: Collections Assistant Manager Date: January 2019

Position Purpose and Objectives

The Collector 1consistently demonstrates a high degree of empathy and a desire to provide a resolution for Members in challenging circumstances. Collects on delinquent loans/Credit Cards/Commercial and Negative Shares to minimize loan/share losses to the credit union while maintaining favorable Member relations.

Major Duties and Essential Functions

  • Personally, provides exceptional Member service; uses the Service Standards in every work-related interaction.

  • Collects overdue payments on delinquent loans/shares by telephone and/or letter to obtain payment arrangements with Members.

  • Uses a manual dialer in a high volume, outbound call environment to contact Members while simultaneously prioritizing inbound calls and other departmental duties

  • Documents contact with members in the computer systems.

  • Negotiates payment arrangements with Members to bring debts current and resolve issues.

  • Follows up and monitors delinquent loans/shares for broken promise to pays.

  • Collaborates with the EFT/ACH Department to resolve ACH exceptions.

  • Provides backup as needed in posting transfers and checks.

  • Recommends one (1) and two (2) month extensions based on budgeting and history of account.

  • Assigns accounts for field chase, updates results.

  • Provides Call Center overflow coverage.

  • Reviews and approves reopening Member accounts.

  • Performs light skip tracing; searches free websites, loan applications, signature cards, etc. to find delinquent Members.

  • Maintains a working knowledge of Bank Secrecy Act (BSA)/Anti-Money Laundering (AML) laws/regulations and Office of Foreign Asset Control (OFAC) applicable area of responsibility.

  • Maintains a working knowledge of all Fair Debt Collection Practices Act (FDCPA) & Graham Leach guidelines and other consumer financial protection laws and regulations.

  • Other duties as necessary assigned by the Supervisor to achieve the goals of the department and credit union.

Positions directly supervised: This position has no supervisory responsibilities.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Competencies for this position

  • Attention to Detail.

  • Communication Proficiency.

  • Critical and Analytical Thinking.

  • Empathy and Understanding.

  • Ethical Conduct.

  • Effective Negotiation Skills.

  • Member & Team Members Service Focus

  • Multi-tasking.

  • Phone/E-mail Etiquette.

  • Problem Solving/Analysis.

  • Tenacity.

  • Thoroughness/Accuracy.

  • Self-Initiative.

Specific knowledge, skills, and abilities required for this position

Working knowledge of recovery and legal collection remedies; bankruptcy, foreclosure and repossession laws; presentation skills; effective interpersonal, oral and written communication skills; solid negotiation skills; ability to analyze credit files and make prudent recommendations based on the analysis; experience in managing complaints and objections effectively and professionally; ability to work effectively in a team environment; exceptional time management skills; intermediate computer skills including Microsoft Office Products; basic typing and 10-key calculator skills; strong attention to detail and logical thought process; teamwork skills; assertiveness skills. Current working knowledge of State/Federal consumer financial protection laws, rules, regulations, policies and procedures; excellent customer service skills; analytical and problem-solving skills; ability to make sound judgments; organization skills. Strong initiative, ability to anticipate issues proactively. Ability to succeed in a fast-paced, team-oriented environment. Ability to use an automatic dialer to make outbound calls while also taking inbound calls, assisting Members and notating accounts simultaneously. Works with other departmental reporting to resolve outstanding debt (for example, the ACH report). Must be able to change quickly with the needs of a growing company. Must be detail oriented. Discreet, able to handle confidential and proprietary information appropriately. High level of integrity. Willingness to work overtime as needed. Ability to work weekends as needed or scheduled.

Education/Experience: High school diploma or equivalent. One (1) to three (3) years of experience in collections, customer service, or telemarketing in the financial industry environment; (bank or credit union) a plus.

Compliance: Ability to maintain a proficient knowledge and compliance of all applicable rules and regulations under BSA/AML and OFAC regulations. This includes, but is not limited to: Bank Secrecy Act; SAFE Act; Anti Money Laundering; Regulation CC; and Regulation Z.

Language Skills:
Ability to communicate and understand written and oral language and the ability to effectively present information. Ability to read and interpret documents such as policy/procedures.

Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to perform basic math skills to include adding, subtracting, multiplying and dividing using whole numbers, common fractions, and decimals.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral or schedule form.

Other Skills and Abilities: Advanced knowledge of financial products/services. Ability to use office equipment such a personal computer and calculator. Ability to be bonded. Able to be punctual and have regular attendance. Ability to listen to others and provide constructive feedback in a coaching/development setting. Must have dependable transportation to travel to and from hearings, sometimes with little or no previous notice.

Certificates, licenses, etc. required for this position: None

Work Environment

The position operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described below are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. They are subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to do the following:

  • Intermittent standing, sitting, walking, bending, stooping and neck flexing.

  • Intermittent pushing, pulling and reaching above, at and below shoulder height.

  • Repetitive motion- frequent keyboarding and mouse usage requiring the fingers to make small movements, and the use of hands and wrists.

  • Manual dexterity.

  • Simple grasping by using fingers and palm on an object.

  • Carrying or transporting an object by hand. The ability to carry and lift files up to 10 pounds.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace. Those applicants requiring reasonable accommodation to the application/interview process should notify the Human Resource Department at (909) 379-6643.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Call Center Rep 1

Arrowhead Credit Union

Posted 2 weeks ago

VIEW JOBS 3/7/2019 12:00:00 AM 2019-06-05T00:00 Job Title: Call Center Representative 1 Department: Call Center Supervisory Role: No FLSA: Non- Exempt Supervisor's Title: Call Center Asst Mgr/Supervisor Position Purpose and Objectives The Call Center Representative 1 position provides for significant member impact by ensuring excellent member service while having built a thorough knowledge of financial services, including: account management; all facets of account resolution; and general loan assistance. May assist with new hire training. Individuals interact with Members and the public in vast occurrences with a major impact on the organization. Essential Functions and Responsibilities * Uses excellent service standards incorporating methodology of building rapport and interviewing thoroughly in every work-related interaction with both external and internal Members. * Uses positive and professional tone and displays empathy with all callers and Team Members. Ensures that a smile can be heard on each call. * Assists Members accurately, thoroughly and as efficiently as possible while maintaining consistent and friendly service. * Gathers all pertinent information required in verifying the callers' requests to move towards a resolution that supports Arrowhead Credit Union's current policy or procedure. Representative must complete this step before requesting supervisory assistance. * Meets or exceeds all department and member service standards. * Identifies opportunities and refers the appropriate products and services to Members. Meets or exceeds all department referral goals. * Assists Members with wide range of transactions, deposit holds, card issues, and resolves general to complex Online Banking or automated services inquiries and account inquiries. * Provides general loan assistance, processes payments by transfer, payments by phone through ACH or Debit Card processing system; processes loan due date changes and payment arrangements. * Balances daily to Symitar. * Assists Members with problems or disputes involving research with reasonable supervisory assistance. * Accurately completes check, ACH and bill payment Stop Payments, fraud and non-fraud dispute claims. May assist with Stop Payment audits. * Communicates areas needed for process improvements and gives consistent feedback to managerial staff concerning areas of gaps in member service. * Resolves account issues within authority such as releasing account holds, card status resolutions and payment of rejected items. * Acts as a member advocate, being ever-conscious of the value of the Member and membership, using a flexible and open-minded approach and gaining approval for any decisions outside of authorization limits. * Continuously improves knowledge by using learning initiatives through the organization's training and learning center. * Maintains a working knowledge of BSA/AML laws/regulations applicable to area of responsibility; complies with all BSA/AML and OFAC laws/regulations. * Other duties as assigned by supervisor as necessary to achieve the goals of the Credit Union and the department. Positions directly supervised This position has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Competencies for this position * Building Rapport. * Confidence. * Conflict Resolution/Composure * Critical Thinking. * Effective Communication. * Ethical Conduct. * Interviewing. * Multi-tasking in Fast Paced Environments. * Professionalism. * Service Focus. * Sound Reasoning. * Telephone Etiquette. * Time Management. Education and Experience High school diploma or its equivalent; and a minimum of one (1) year of experience in a customer service role where a proactive service attitude is required. Specific knowledge, skills, and abilities required for this position Compliance: Ability to learn basic to complex banking functions and successfully apply them while maintaining a proficient knowledge of and compliance with all applicable rules and regulations under BSA/AML and OFAC regulations. Ability to maintain a proficient knowledge and compliance of all applicable rules and regulations under BSA/AML and OFAC regulations. This includes, but is not limited to: Bank Secrecy Act; SAFE Act; Anti Money Laundering; Regulation CC; and Regulation Z. Language Skills: Above-average ability to communicate concisely and confidently using professional telephone or e-mail etiquette; ability to understand written and oral language; ability to listen to Members and probe for details to understand what may have transpired on an account, verify the Member's perspective, and be able to arrive at a resolution to assist the Member within our guidelines. In addition, an individual must be able to work through situations that are complex, and be able to communicate and resolve issues for Members that may be upset or demanding, all while remaining calm and friendly, and seeking supervisor assistance when necessary. Mathematical Skills: Ability to demonstrate intermediate math skills including: adding; subtracting; multiplying and dividing using whole numbers, common fractions and decimals. Reasoning Ability: Ability to quickly develop a working knowledge of banking practices; core financial operating systems; Credit Union products and services; and loan policies and products. Ability to make good judgements using sound reasoning and critical thinking to resolve Member issues, and the ability to maintain composure and courtesy with Members and Team Members alike. Other Skills and Abilities: Ability to use office equipment such as a phone, a headset, personal computer, and calculator. Must have the ability to multi-task in a busy and demanding environment; be flexible and adapt quickly to changing conditions. Must have the ability to be bonded, be able to type proficiently and the ability to be punctual and have regular attendance. Certificates, licenses, etc. required for this position: None Work Environment This position operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, headsets, photocopiers, filing cabinets and fax machines. EEO Statement: Arrowhead Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Physical Demands The physical demands described below are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. They are subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the functions of this job, the Team Member is regularly required to do the following: * Sit at a desk for long periods of time * Intermittent standing, walking, bending, stooping, and neck flexing. * Intermittent pushing, pulling and reaching above, at and below shoulder height. * Repetitive motion - frequent keyboarding and mouse usage requiring the fingers to make small movements and the use of hands and wrists. * Manual dexterity. * Simple grasping by using fingers and palm on an object. * Talking- Convey detailed or important instructions or ideas accurately, loudly or quickly * Carrying - transporting an object, usually by hand. The ability to carry and lift files and coin up to 10 pounds. * Travel to meetings and events may be required. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace. Those applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (909) 379-6643. Arrowhead Credit Union Rancho Cucamonga CA

Collector 1

Arrowhead Credit Union