The Collector is responsible for maintaining appropriate delinquency and loan loss ratios. This position will cure delinquency, and prevent charge off, resolve issues creating or impacting delinquency and minimize loan losses through assertive collection efforts and appropriate referral to the Member Assistance Program. This position is responsible to provide creative and sustainable solutions to members seeking assistance in curing delinquency.
ESSENTIAL FUNCTIONS, IN PRIORITY ORDER(Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)
High school diploma or equivalent. Some college preferred.
EXPERIENCE(Minimum experience required to perform the duties of this position)
In addition to the education requirement:
Two years of collections experience preferred.
KNOWLEDGE, SKILLS AND ABILITIES(Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)
Self-motivated with the ability to work in a self-managed team environment.
Excellent verbal, written, and platform communication skills.
Computer literacy and keyboarding skills
Exceptional time management and organizational skills.
Strong decision making and problem solving skills.
Ability to successfully adapt to organizational change
Ability and willingness to attain the personal development required to support progressive growth.
Attention to detail
Innovative
Ability to maintain confidentiality
Ability and willingness to adapt to continual change
Required Competencies
Problem Solving
Dealing with Ambiguity
Time Management
Demonstrates Courage
Drive for Results
Interpersonal Savvy
Customer Focus
Integrity and Trust
Self-Development
Business Acumen
Mental Requirements
Ability to handle irate and abusive members.
Analyze and resolve problems quickly while talking with members.
Evaluate credit worthiness of members.
Handle stress and negativity
Receptive to feedback, willing to learn and embrace continues improvement
Ability to research and analyze all possible resolutions for delinquency and charge-offs.
Use appropriate judgement in delinquency resolution.
Identify errors and make appropriate corrections/settlements.
Differentiate between geographical areas of membership.
Differentiate between financial levels of membership.
Recall of members/problems for effective collection.
Ability to maintain a positive behavior when resolving member/staff issues
Ability to build constructive and effective relationships inside and outside of the organization.
Tools and Equipment Used
All available general office equipment as needed.
All available computer software and hardware as needed.
WORKING RELATIONSHIPS/CONTACTS(Positions with which incumbent has frequent contact)
Daily, personal/written/phone contact with Credit Union members.
Daily, personal/written/phone contact with Collections management
Daily, personal/written/phone contact with Credit Union staff.
Daily contact with interfacing departments.
PHYSICAL DEMANDS(Physical effort generally associated with this position)
Work involves standing and walking for brief periods of time, but most work is done from a seated position. A great deal of time is spent on the telephone. Must be able to talk and keyboard simultaneously. There is potential for eyestrain from reading detailed reports and computer screen. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.
WORKING CONDITIONS(Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)
Internal - Work is normally performed in climate controlled office environment. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; extended hours may be required.
External - Some travel is required; however, information on environmental conditions is not available.
