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.
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.
Critical and Analytical Thinking.
Empathy and Understanding.
Effective Negotiation Skills.
Member & Team Members Service Focus
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.
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.
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
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.
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.
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.
Arrowhead Credit Union