Job Description

The Mortgage Collections Specialist is responsible for mitigating loss to the Credit Union by contacting members with delinquent loans and negative checking accounts and negotiating appropriate arrangements to cure the delinquency and return the member’s account to good standing.

The majority of the communication will be done over the telephone, Effective communication and negotiation skills are a necessity.It is important to be accurate and thorough.

Duties and Responsibilities

• Contact delinquent members to prompt and assist them in making arrangements to bring all accounts with Citadel current
• Gather and analyze financial information (including, but not limited to, income, expenses, Credit Bureau Reports) from members to propose and implement solutions for delinquent loans
• Analyze member data to assist management in making decisions regarding recovered assets (vehicles and real estate)
• Make decisions regarding enforcement of Citadel’s offset policies for delinquent member loans
• Make decisions, using collection techniques and financial analysis, that mitigate Citadel’s Risk of Loss while preserving member retention, when appropriate
• Utilize communication and conflict resolution skills to resolve disputes and craft solutions with frustrated or angry members in a calm and professional manner
• Document activities on delinquent accounts, ensuring accuracy and expediency
• Maintain current member information across all utilized platforms (Collection software, Episys Products)
• Counsel members in debt management
• Handle member disputes, complaints and inquiries
• Perform assigned administrative tasks
• Perform such other duties as may be assigned commensurate with the position

The department operates M-F from 8-6, and Sat from 9-1. The eligible candidate must be available for a minimum of two evening shifts (10:00am - 6:00pm) per week, and 2 Saturday shifts per month (hours are subject to change).

Qualifications and Education Requirements

Work Experience

• 6 months or more of collection and/or banking experience.
• Mortgage collections experience is preferred
• Demonstrate a thorough understanding of the impact that the collection of delinquent accounts has on the strength and growth of the Credit Union
• Demonstrate effective oral and written communication skills
• Demonstrate effective negotiation skills
• Maintain confidentiality, promote integrity, and support the corporate mission.
• Represent Citadel as a professional
• Bilingual "Spanish/English"

Education

• High School Education