Collections Representative II

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POSITION SUMMARY:

The primary function of the Collections Representative II is to protect the assets of the credit union while lowering delinquencies. Follows collection treatment guidelines and assist members with their financial needs. Meet or exceed goals and expectations established by management mid range and back end accounts.

ESSENTIAL POSITION FUNCTIONS:

Contacts members and joint members by telephone and written correspondence to collect delinquent loan payments, on Consumer, Real Estate and Recovery accounts. Assistance at all levels of delinquency is required.

Maintains high level of member service in every member interaction.

Works in a call center environment and handles both inbound and outbound calls. The calls will be handled by working a manual work queue.

Manages assigned work list of 100+ accounts to ensure gapping standards of three business days or less are met.

Understands and utilizes manual work list strategies to reduce roll rates and prevent loans from going further past due.

Engages in multiple tasks such as negotiating payment arrangements; skip-tracing to locate employment/assets; researching closed accounts, calculating interest maintenance; verifying employment, property and death certificates; and recommending auto loans for repossession and/or legal, based on stage of delinquency or initiating the foreclosure process on home loans.

Utilizes strong knowledge of establishing effective payment plans that will bring accounts current.

Meets scheduling requirements of the department by working assigned staggered shifts and occasional Saturdays.

Trains new and existing employees.

Assists with projects and reports as requested by the Collection Supervisor.

EDUCATION AND EXPERIENCE:

High School education required and a minimum of two years high volume auto finance or unsecured collection experience.

OTHER SKILLS AND ABILITIES:

Knowledge of lending and collection regulations (FDCPA and Rosenthal FDCPA).

Strong communications skills, written and oral, great problem solving and analytical skills, ability to use good judgement, team spirited and goal oriented, self-starter, and enthusiastic. Strong negotiation skills.

COMPUTER SKILLS:

Proficient in Microsoft Applications (Word, Excel, Outlook).

Ability to type 35 wpm.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percent and to draw and interpret bar graphs.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.