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About the Role

Counsel, educate, and offer solutions to members to ensure their financial success and the success of the Credit Union. Handle collection efforts for the Credit Union’s deposit and loan portfolios while maintaining high quality standards, maximizing collection efforts, and minimizing loss.

Responsibilities

• Utilize various tracing techniques and strategies to collect personal information of members with outstanding debts.
• Accurately and professionally document collection system(s) with detail of current contacts and subsequent results for follow up.
• Work incoming call queue for both internal and external members.
• Inform Management on the effectiveness of strategies deployed to ensure a positive rate of members agreeing to repay their debts.
• Recommend accounts for escalation.
• Encourage members to utilize payment options such as Credit Cards, ACH, Auto Pay and securing authorization to process payment(s).
• Maintain good member relations while collecting on delinquent and negative balance accounts.
• Strive to minimize delinquency and loan losses and achieve goals set for the Credit Union.
• Promote the credit union by cross-selling services focusing on member needs.
• Negotiate extended payment plans and the best course of action for members.
• Assist in prepping accounts and/or assigning accounts to a collection agency or attorney.
• Handle escalated situations with compassion.
• Balance quality and quantity.
• Multitask while staying organized.
• Adhere to Collections Guidelines and Standards.
• Adhere to Credit Union policies and procedures.
• Participate in First Source Federal Credit Union events as well as designated community events.
• Attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
• Attend training sessions as appropriate.
• Travel as needed.
• Perform other duties as assigned.

Requirements

• High School plus 3-5 years related lending experience or related business degree.
• Prior Call Center experience.
• Ability to work well in a fast-paced environment.
• Ability to work flexible hours.

Skills

• Strong communication and interpersonal skills.
• Attention to detail.
• Strong computer aptitude.
• A professional appearance.

Experience Level

• 3-5 years related lending experience

Education Level

• High School
• Related business degree

About the Company

• Knowledgeable and Experienced: Take personal ownership for learning and using knowledge to provide value by looking for answers, seeking opportunities to learn from others, appreciating and respecting others views, acknowledging mistakes and learning from them, and going out of your way to share knowledge and experience.
• Striving for Operational Consistencies: Make it easy for others through consistency, efficiency, and accuracy by doing it right the first time, being thorough and accurate, taking pride and ownership in work, making and keeping commitments, and continuing to look for better ways to do things and challenging the status quo.
• Rewarding Work Environment: Show care, compassion, and respect toward everyone by being approachable and accessible, creating a pleasant work environment, always asking what more can be done, resolving differences promptly, recognizing the contributions of others, and embracing diversity in the workplace.
• Committed to Member Service: Deliver exceptional member service by interacting with natural and genuine friendliness, being courteous and respectful, creating a welcoming environment, exceeding expectations, and sharing the moment and finding common ground.