Schedule: 3 days 8:00-5:00, 2 days 11:00-8:00, alternating Saturdays at least twice per month 9:00-3:00 (40 hours) - Remote

Summary/Objective:

Contact all members with delinquent accounts greater than 60 days past due. Effectively manage assigned portfolio and make chargeoff, repossession, and foreclosure recommendations to Management. Assist members in restoring their good standing status with the Credit Union. Also responsible for maintaining the financial soundness of the Credit Union, as well as contributing to the department's ongoing effort to manage the asset quality by achieving the lowest possible delinquency and charge-off ratios.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exercising appropriate phone etiquette, answer incoming member or member-related contacts (phone calls, emails, faxes, etc.), work Collection queues and make outbound member calls.
• Review and document status of accounts and initiate telephone contact on delinquent loans Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected.
• Prepare correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email.
• Utilize Collections system to document accurately
• Determine reason for delinquency and refer members to BALANCE when necessary or beneficial to the member
• Establish and monitor payment plans whenever possible
• Initiate all required documents; review and make recommendations for charge offs, repossessions, foreclosures, and rewriting of delinquent loans and/or settlements.
• Pull Credit Bureau reports when necessary
• Achieve assigned goals monthly
• Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to the job functions
• Follow detailed and standardized procedures in performing routine collection operations and perform a variety of support duties related to the collection function
• Make recommendations on ways to improve work processes within Collections
• Perform other job-related duties as assigned by Managers(s).

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Competencies:

• Action Oriented
• Communication
• Ability to cultivate professional relationship with a diverse field of membership
• Problem Solving
• Follow up
• Highly motivated and team oriented
• Positive and persistent
• Able to work in emotionally charged situations
• Ability to work in a fast paced and high call volume call center

Education and Experience Requirements:

• High School graduate or equivalent required.
• Excellent telephone and communication skills required.
• Excellent written and verbal communication skills
• Experience successfully utilizing various computer programs including MS Office

Additional Eligibility Requirements:

• Previous experience in a call center and/or financial institution preferred
• 2-3 years of recent and progressive experience in consumer or mortgage collections in a financial institution preferred.
• Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act and other applicable collection laws
• Bilingual in Spanish desired.

Supervisory Responsibility:

No supervisory experience.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.

Travel:
No travel required.

Service Excellence: The DCU Way:
All employees are expected to provide service excellence the “DCU Way” through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCU’s culture:

• People come first
• Do the right thing
• Make a difference

Bank Secrecy Act (BSA):

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

We are proud to be an EEO/AA employer M/F/D/V.

Job Type: Full-time

Pay: $17.87 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Work Location: One location

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