Position Overview

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission: To encourage a better tomorrow. To achieve this mission, the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help you succeed. You will do this by living out our core values in every service contact to both internal and external members

• Trustworthy
• We deliver excellence through knowledge.
• We can be depended upon to do the right thing.
• We believe in exceeding expectations.
• Caring
• We are committed to encouragement and the power of positivity.
• We respect all people, without judgment.
• We give the best of ourselves when we join together.
• Enthusiastic
• We are hardworking, passionate people.
• We encourage maximizing happiness and fun. 
• We thrive by finding new ways to help.

Essential Duties

• Ensure appropriate Solution efforts for accounts with past due loans and or negative shares, while adhering to provisions as set forth in the Fair Debt Collection Practices Act (FDCPA), and collection activity is always within credit union policy and all relevant regulations.
• Work assigned Collection Queue to make timely contact with members who have delinquent loans and or negative share accounts via phone, text, email or letter.

Duties and Responsibilities

The following statements are intended to describe the general nature and level of work being performed by this position.  It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.  Other duties may be assigned to meet business needs.

• Deliver on the Credit Union’ Service Promises in every service situation.
• Detailed communication with members to determine reason for delinquency; promise to pay dates and/or payment arrangements.
• Determine appropriate work out options and follow through with Solutions Manager for discussion, approval and processing of workout options.
• Document all discussions and arrangements by making clear, professional and consistent notes in Symitar collection notes for every contact and attempted contact.
• Assist other Solutions Team members with their queue work as needed. Assist members via phone calls transferred from any other internal department to the Solutions Team.
• Analyze financial situation and documentation provided by delinquent borrowers.
• Make recommendations to Solutions Manager to modify loan terms or charge-off, repossess or foreclose on collateral when other arrangements to bring the loan current are unsuccessful.
• Inform Solutions Manager of trends in loan underwriting contributing to delinquent/charged-off loans.
• Provide informed, professional assistance and support to all members and associates.
• Troubleshoot, research and resolve inquiries in a timely, friendly and accurate manner.
• Image necessary documentation to account.
• Perform any necessary clerical tasks as needed.
• Maintain a dependable record of attendance and timeliness.
• Other duties as assigned.

Qualifications and Expectations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.

• Strive to exceed credit union, department, and personal goals.
• Courtesy, tact, empathy and diplomacy are essential elements of the job.
• Work involves discrete personal contact with others, both inside and outside the organization, for purposes of giving or obtaining sensitive information.
• Good understanding of Federal and State laws applicable to collections.
• Working knowledge of credit analysis.
• Working knowledge of Bankruptcy, Repossession, and Foreclosure laws and processes.
• Ability to provide detailed explanations of situations and documentation to member and other staff.
• Strong decision-making abilities.
• Use various methods to Skip Trace members as needed.
• Work may involve training, coaching, motivating or advising others within the department and CU.
• Good organizational skills, attention to details with solid time management skills and well-developed abilities to multi-task.
• Ability to work overtime, attend meetings, seminars and travel.
• Must have flexibility to deal with changing work hours and locations as needed.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.

Physical Requirements

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

• While performing the duties of the job, the employee is regularly required to stand, sit for up to 3 hours at a time, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include close vision and ability to adjust focus for up to 8 hours per day.
• Nature of position requires physical mobility and the ability to lift a minimum of 25 pounds.

Work Environment

• Must maintain a neat and orderly work area.
• Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
  • Wipe down teller windows and desk surfaces after every Member and Team Member interaction. If limited or no Member interactions, this practice is to be completed a minimum of twice a day.
  • Wipe down door handles, drive thru canisters, desks, telephones, areas that are often touched by members or team members coming in frequently.
• Sanitize shared spaces such as break rooms, whiteboards, and meeting tables after every use.
• Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.

Education and Experience

• Bachelor’s Degree Preferred.
• Three (3) or more years of similar or related experience.
• Skills in Microsoft Word, Excel, and Outlook.

Qualifications