Senior Collections Representative

Description

Description

Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928 in St Louis. Our mission is to provide great member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice.

Who are you at Neighbors Credit Union?

Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide awesome service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do.

Primary Function

The Senior Member Solutions Representative plays a key leadership role within the collections team, overseeing delinquency management while ensuring compliance with regulatory requirements. This position does not have direct reports but serves as a mentor and guide for other collectors, providing leadership and support to ensure team success. The Senior Member Solutions Representative will manage a portfolio of delinquent accounts, work with members to resolve past-due issues and implement strategies to reduce delinquency rates while maintaining strong member relationships.

Responsibilities and Daily Job Duties

• Oversee and manage delinquent accounts, ensuring timely follow-up and adherence to established policies and procedures.
• Serve as a leader and mentor to the collections team, providing guidance, support, and assistance with complex cases.
• Ensure compliance with all applicable federal and state regulations, including Fair Debt Collection Practices Act (FDCPA) and other credit union-specific guidelines.
• Develop and implement strategies to reduce delinquency rates and improve overall collections performance.
• Communicate effectively with members to understand their financial situation, provide appropriate solutions, and negotiate payment plans as necessary.
• Collaborate with other departments to ensure seamless member service and alignment with credit union goals and values.
• Stay informed about industry trends, legal changes, and best practices related to collections and credit union services.
• Handle escalated collection calls and resolve complex or sensitive issues.
• Maintain a thorough understanding of the credit union’s products, services, and systems.

Knowledge/Skills:

• In-depth knowledge of collections processes, delinquency management, and compliance with federal and state regulations.
• Knowledge of skip tracing, repossession processes, and bankruptcy laws.
• Strong understanding of credit union products, services, and operations.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and empathetically.
• Demonstrated ability to follow through on commitments and manage multiple tasks efficiently.
• Strong problem-solving and negotiation skills.
• Ability to work independently and lead by example, fostering a positive and collaborative team environment.
• Proficiency in using collections software, Microsoft Office Suite, and other relevant tools.

Performance Expectations

Life-Changing

• We take all steps necessary to elevate and empower members to confidently achieve financial wellbeing.
• We predict and understand the needs and wants of members at all life stages by intentionally observing their behavior, listening intently, asking better questions, and leveraging data.
• We navigate members through the journey of achieving financial well-being by proactively recommending personalized solutions that will impact their lives for the best.

Trustworthy

• We earn our members’ trust by continuously building and sharing personal finance expertise, always keeping their interests in mind.
• We create personal connections with members by greeting them warmly, respecting and engaging them individually, and nurturing their financial well-being.
• We take immediate action and personal ownership to acknowledge, set expectations, and resolve all member needs.

Easy

• We create consistent and seamless experiences when, where, and how the member wants to be served by continuously enhancing Neighbors’ technical, operational, and talent capabilities.
• We respect members’ time by streamlining processes, offering convenient access, and ensuring timely response.<