Job Description

ABOUT THE POSITION

Collections Specialist is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.

NORMAL DAY-TO-DAY WORK

1. Contact Credit Union Members regarding loans in default via phone, email, and text message.
2. Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals, including by not limited to assisting the Default Management team by providing primary phone support for repossessions and other escalated collections matters.
3. Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency
4. Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
5. Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future. Provide members with information on financial education resources and tools to help them manage their finances and avoid future delinquencies.
6. Establish proficiency in all current and future software systems utilized by the Loss Mitigation team. Including, but not limited to, our core operating system, collections software, payment portals, and document retention software.
7. Accurately document all member interactions, payment agreements, and actions plans in the core collection system.
8. Maintain sufficient call volume and quality standards in like with established positions Key Performance Index goals.
9. Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
10. Assist the Loss Mitigation Manager and Loss Mitigation Team with reviewing reports on delinquency trends, member interactions, and recovery efforts.
11. Maintain knowledge of Default Management practices and procedures to best aid in cross-team communication.
12. Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.
13. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

1. Here are a few skills you MUST have to be qualified for this position.
2. Minimum 1-3 years experience in a call center, customer service, accounts receivable, or financial services environment; or a Bachelor’s degree.
3. Strong interpersonal skills with ability to work in a team environment.
4. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
5. Ability to lift a minimum of 25 lbs. (file boxes, computer).
6. Travel required on occasion.

CIVIC CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

careers@civicfcu.org