Debt Solutions Specialist

Description

Job Title: Debt Solutions Specialist

FLSA: Non-Exempt
Function: Lending – Debt Solutions
Reports To: Debt Solutions Manager

Purpose: Provide support to internal and external clients regarding the collection activities of the credit union. Maximize collection efforts while balancing the good will of members with the overall business interests of the credit union. Provide members with an extraordinary experience in accordance with the credit union’s core values and service promise.

Responsibilities:

• Contact delinquent members to determine the reason for delinquency and arrange for repayment and establish repayment schedules
• Counsel and educate members on the benefits of keeping accounts current
• Counsel and assist members with bringing and keeping their account current, in a professional and respectful manner
• Provide support to staff regarding proper actions to be taken on accounts in collection
• Maintain accurate and effective collection comments to ensure proper procedures are followed
• Advise and make recommendations to management regarding high risk accounts
• Follow up with members on payment arrangements when such arrangements are not being fulfilled
• Process payments to delinquent accounts (i.e. account transfer)
• Assist in performing skip tracing activities
• Attend area sponsored fraud/collection meetings, as needed
• Maintain an up-to-date and comprehensive knowledge of the credit union’s policies and procedures
• Build rapport and use active listening to identify member’s needs while actively researching member’s accounts to determine consultative sales and cross-sell opportunities
• Support the credit union’s focus on member sales and service
• Promote and maintain a confidential environment to protect member, employee, and credit union information
• Follow all credit union policies, procedures, and requirements in addition to all state and federal laws and regulations
• Create and promote a positive professional image of one’s self and the credit union
• Exemplify the credit union’s core purpose and core values
• Perform all other duties as assigned

Requirements

Education and Experience:

• High school diploma, or equivalent, required; college degree preferred
• Previous collections experience desired
• Financial services experience desired
• Service and sales experience desired

Skills, Abilities, and other Requirements:

• Strong computer and application skills
• Strong verbal and written communication and grammar skills
• Ability to be bonded required
• Ability to successfully organize, prioritize, and manage multiple responsibilities
• Ability to keep up with a busy work flow
• Ability to sit for long periods of time
• Ability to perform repetitive tasks
• Team player with a positive attitude and flexibility
• Professional demeanor and personal accountability