Collections Specialist
Civic Federal Credit Union, Raleigh, NC, United States
ABOUT THE POSITION
The Collections Specialist is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.
RESPONSIBILITIES
Contact Credit Union members regarding loans in default via phone, email, and text message.
Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals, including by providing primary phone support for repossessions and other escalated collections matters.
Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency.
Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future and offering financial education resources and tools to help them manage their finances and avoid future delinquencies.
Establish proficiency in all current and future software systems utilized by the Loss Mitigation team, including the core operating system, collections software, payment portals, and document retention software.
Accurately document all member interactions, payment agreements, and action plans in the core collection system.
Maintain sufficient call volume and quality standards in line with established KPI goals.
Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
Assist Loss Mitigation management with reviewing reports on delinquency trends, member interactions, and recovery efforts.
Maintain knowledge of Default Management practices and procedures to best aid in cross‑team communication.
Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.
Take ownership of actions, decisions, and results; openly accept feedback and demonstrate willingness and ability to improve.
QUALIFICATIONS
Minimum 1‑3 years experience in consumer loan product collections, financial services or related field.
Understanding of accounting principles and business financial statements and tax returns.
Knowledgeable in the process of analyzing personal tax returns, personal financial statements, and credit bureau reports.
Experience with credit procedures, policies, regulations and laws, including bankruptcy and consumer law.
Strong interpersonal skills with ability to work in a team environment.
Ability to function in a consumer business office environment and utilize standard office equipment including PC, copier, telephone, etc.
Ability to lift a minimum of 25 lbs. (file boxes, computer).
Travel required on occasion.
Prefer a minimum of 1‑3 years of Credit Union consumer credit experience.
Knowledge of loan structuring and work‑out solutions.
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RESPONSIBILITIES
Contact Credit Union members regarding loans in default via phone, email, and text message.
Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals, including by providing primary phone support for repossessions and other escalated collections matters.
Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency.
Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future and offering financial education resources and tools to help them manage their finances and avoid future delinquencies.
Establish proficiency in all current and future software systems utilized by the Loss Mitigation team, including the core operating system, collections software, payment portals, and document retention software.
Accurately document all member interactions, payment agreements, and action plans in the core collection system.
Maintain sufficient call volume and quality standards in line with established KPI goals.
Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
Assist Loss Mitigation management with reviewing reports on delinquency trends, member interactions, and recovery efforts.
Maintain knowledge of Default Management practices and procedures to best aid in cross‑team communication.
Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.
Take ownership of actions, decisions, and results; openly accept feedback and demonstrate willingness and ability to improve.
QUALIFICATIONS
Minimum 1‑3 years experience in consumer loan product collections, financial services or related field.
Understanding of accounting principles and business financial statements and tax returns.
Knowledgeable in the process of analyzing personal tax returns, personal financial statements, and credit bureau reports.
Experience with credit procedures, policies, regulations and laws, including bankruptcy and consumer law.
Strong interpersonal skills with ability to work in a team environment.
Ability to function in a consumer business office environment and utilize standard office equipment including PC, copier, telephone, etc.
Ability to lift a minimum of 25 lbs. (file boxes, computer).
Travel required on occasion.
Prefer a minimum of 1‑3 years of Credit Union consumer credit experience.
Knowledge of loan structuring and work‑out solutions.
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