Senior Consumer Loan Collection Specialist

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Position Overview
Collecting delinquent loan and credit card accounts is the primary means to reduce credit union loan losses. Incumbents are the senior most, non-managerial personnel, responsible for assisting delinquent members in re-establishing on-time repayment of credit union personal loans and credit cards and diminishing overall credit union personal loan and credit card delinquency. Delinquency is diminished/eliminated through live member contact and the establishment of payment arrangements, extensions, and re-ages. Due to required knowledge of SECU’s numerous systems, only internal applicants can be considered currently.

Responsibilities

• 50%    Incumbents attempt outbound telephone contact with delinquent members to ascertain the reason for the delinquency, to determine if the CU can immediately help in the case of job loss or reduced hours, and to establish a payment arrangement to correct the delinquency in cases where the member hasn’t experienced a financial hardship. Prior to attempting the call, the Incumbent performs an analysis of all the member’s recent transactions involving CU deposit accounts, recent personal loans and credit card payments, and recent collection efforts on all the member’s CU personal loans and credit cards. This analysis requires the use of numerous CU systems. Additional assistance beyond the Collections Dept. capabilities may take the form of sending a referral to a Branch VP or ABM requesting financial counseling (household budget/credit review) for the member or sending a collection referral to the Lending Contact Center to see if the member’s CU obligations may be refinanced. 
• 10%    Incumbents answer incoming member calls concerning delinquent personal loans and credit cards. Assistance offered is the same as outbound call contact.  
• 30%    Incumbents assist a Collections Manager (CM) in day-to-day instructing/guiding junior collection specialists. Incumbents assist a CM by being the first tier in response to a member’s request for an escalation callback. Incumbents assist a CM by relieving the CM from reviewing redemption calculations for repossessed vehicles and verifying procedures the member must follow before the CU will release the vehicle. Incumbents assist all CMs by handling the responsibility to balance the MARGO Teller system and verifying Next Day cutover for future financial transactions. 
• 10%    Incumbents assist branch personnel with their collection questions. Incumbents share information concerning CU collection effort with Collections Support, Collateral Disposition, and the Bankruptcy Dept. 

Required Education
HS Diploma or GED

Required Relevant Experience
6 years

Required Knowledge, Abilities, Skills
An applicant should possess an extensive knowledge off: MARGO Platform; MARGO Teller; Bob White (3270); First Data Resources (FDR); OnBase; Default Manager; NICE CXone; the Resource Library; and Microsoft Office Suite. A minimum 6 years of experience with the Credit Union and its numerous computer systems and 6 years of Credit Union delinquent account collection is required. The ability to extract information from numerous CU systems and databases, quickly and accurately, and integrate that information into a cohesive resolution plan is a constant requirement. Applicants must possess an outstanding ability to establish and maintain payment arrangements leading to the elimination of the delinquency, the well-established ability to remain calm and de-escalate upset members and their perceived injustices, plus a thorough knowledge of the Collections Department’s Policy and Procedures Manual. The ability to assist a Collections Manager daily and still meet personal collection productivity goals on accounts worked and Inbound calls handled must have previously been documented. An applicant’s past monthly Consumer Loan Collector reviews must show superior proficiency in all aspects of consumer loan/credit card collection. 

Desired Education, Experience, Knowledge, Abilities, Skills
Applicants with advanced educational studies in Business, Finance, Accounting, or a related field may be given priority. 

Special Position Requirements
Sitting for prolonged periods
Telephone for prolonged periods
Computer for prolonged periods
 

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

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