Summary
GENERAL FUNCTIONS:
Our Collections Specialists utilize their member service, communication, and negotiation skills to collaborate closely with members facing financial difficulties or payment resolution issues. They are responsible for accounts 1 to 90 days past due and are accountable for the documentation and follow up of: delinquent real estate loans and potentially delinquent real estate loans. Whether it is accepting payments over the phone, setting up payment plans or helping resolve a payment dispute our Specialists manage sensitive customer information daily with the highest degree of empathy and integrity while ensuring our adherence to agency guidelines and client expectations. We expect team members to demonstrate an elevated level of dedication and work ethic.
Duties & Responsibilities
PRINCIPAL ACCOUNTABILITIES:
- Contact, control and follow up of delinquent accounts by phone and email correspondence in a fast-paced goal-oriented collections department.
- Receive calls from past due members to answer payment question or make payment arrangements.
- Analyze and determine reasons for either actual or potential delinquency and assist members in developing a plan to pay accounts current.
- Provide counseling and budgeting suggestions in assisting members with repayment of obligations.
- Record and document discussions with and/or promises from members on Automated Collection System.
- Initiate welcome calls for members that have been service transferred to TruHome and advise of payment options and answer any member questions.
- Initiate outbound calls and send email messages to members regarding uncashed disbursement checks that are over 90 days in age.
- Initiate outbound calls to members regarding escrow payment changes and offer payment assistance as needed.
- Initiate outbound calls to members on delinquent taxes.
- Provide member service regarding payment discrepancies, collection issues, account adjustments and payment processing.
- Responsible for monitoring and maintaining assigned accounts and reducing delinquency for assigned accounts.
- Ordering property inspections (door knocks) when unable to contact the member for 30 days or longer.
- Responsible for 45 Day Solicitation letters, and any other relevant letters to properly collect accounts.
- Notify co-applicants, cosigners, or guarantors of delinquent accounts and obtain payment arrangements.
- Ensure all federal and state guidelines, including FDCPA, are followed while meeting monthly Quality Monitoring requirements and other measures of productivity success.
- Promotes honest and open communication.
- Work with other credit union departments to ensure the workflow or process is providing the best service to the members.
- Perform other duties as assigned.
Requirements
KNOWLEDGE, SKILLS, AND ABILITIES:
- Knowledge of Mortgage Servicing and Collections is preferred.
- Strong people skills.
- Ability to assist other team members in solving problems.
- Ability to work independently and with strict deadlines.
- Ability to communicate effectively (oral and written).
- Ability to listen and resolve conflict and miscommunications with empathy.
EXPERIENCE/EDUCATIONAL REQUIREMENTS:
- High School Diploma is required.
- Bachelor’s Degree preferred.
- 1 year Customer Service experience or Consumer Collections experience preferably in Mortgage Consumer Lending or tele-sales.
- Must be able to effectively utilize Microsoft Office suite.
WORKING CONDITIONS:
This position is expected to work in general office environment with no travel. Overtime may be requested.
