Job Description

The Credit Counselor I works with members to resolve delinquent loan accounts by evaluating financial situations, negotiating repayment solutions, and providing financial guidance. This role supports loss prevention efforts, ensures compliance with collection policies and regulations, maintains accurate account documentation, and delivers exceptional member service while helping members achieve financial stability.

Join Our Team at Del Norte Credit Union!

We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Proudly recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Location:

Operations Center located in Espanola, NM. Hybrid work is possible with approval from supervisor and will be subject to change based on the needs of the organization or department.

Essential Functions & Responsibilities:

Level I:

• Contact delinquent members by phone, mail, and other approved methods to resolve past-due loan accounts and minimize delinquency losses.
• Analyze members' financial situations, credit reports, and repayment capacity to recommend appropriate solutions and repayment strategies.
• Negotiate payment arrangements, loan extensions, and debt resolution plans that help members restore accounts to good standing.
• Process member requests, payments, loan extensions, insurance claims, disability claims, credit life claims, and total loss claims in a timely and accurate manner.
• Utilize collection systems, core processing platforms, and skip-tracing tools to locate members, manage accounts, and document collection activities.
• Maintain accurate, detailed, and compliant records of all member interactions, collection efforts, and account resolutions.
• Educate members on financial responsibilities, account terms, and available credit union products and services that support financial well-being.
• Monitor and identify delinquency trends, providing feedback and recommendations to management to improve loan performance and mitigate risk.
• Collaborate with team members and internal departments to deliver exceptional member service, achieve departmental goals, and support the credit union's mission.
• Ensure compliance with all collection laws, regulations, credit union policies, security procedures, and confidentiality standards.

Level II ( to include Level I requirements):

• Accurately update credit bureau reporting when applicable
• Recommends accounts for further action including workouts, legal and charge offs.
• Maintains a working knowledge of Chapter 7 and 13 Bankruptcies and processes basic bankruptcy claims.
• Maintain a working knowledge of Repossessions up to and including Liquidation.

Performance Measurements:

People Focus - Level 2 (Core)

Collaborating with Others - Level 2 (Core)

Continuous Learning - Level 2 (Core)

Information Management - Level 2 (Job-specific)

Professionalism - Level 2 (Job-specific)

Fostering Communication - Level 2 (Job-specific)

Credit Management - Level 1 (Job-specific)

Analytical Thinking - Level 1 (Job-specific)

Salary:

Level I: $19.80 – $24.76 per hour

Level II: $22.08 – $27.60 per hour

New hires are typically brought in between the range minimum and maximum based on qualifications, internal equity, and budget

Benefits:

• Medical, Dental, and Vision Insurance with Del Norte covering up to 85% of employee insurance premiums
• Flexible Spending Account
• 401(k) with up to a 7.5% company match
• Company-paid Life Insurance and Disability coverage for eligible employees
• Generous PTO, sick leave, paid holidays, volunteer hours, and Mental Health Days
• Employee Assistance Program with free counseling resources
• Tuition reimbursement
• Wellness benefits including a free gym membership
• Employee loan and banking discounts
• Flexible Spending Account
• Ongoing learning and development opportunities.
• Spanish Speaking Incentive

Requirements

Experience:

One year to three years of similar or related experience.

Education:

A high school education or GED.

Interpersonal Skills:

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

Collections Procedures (Introductory)

Attention to Detail (Developing)

Problem Solving (Introductory)

Multitasking (Introductory)

Consumer Collections (Introductory)

Physical Requirements:

This position is primarily sedentary and requires the ability to remain seated or stand for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. The role may involve occasional reaching, bending, or manipulating objects, as well as light lifting of up to 15 pounds. Visual and auditory acuity are required for reading documents, creating content, and communicating effectively. Reasonable accommodation will be provided to enable individuals with disabilities to perform essential job functions.

Work Environment:

Work is primarily performed in a professional office setting. The environment is generally quiet to moderate noise levels and involves regular interactions with peers, vendors, community partners and the public. The role requires occasional travel between office locations and may include periodic extended hours to meet project deadlines or support events. Employees may experience occasional exposure to outdoor conditions while traveling or attending events.