Job Description

Provide outstanding member service to Security Service members and third party affiliates through all contact channels. Collaborates with all callers in a professional manner, to gather and document the member’s accounts concerning total loss, collateral protection insurance (CPI), guaranteed asset protection (GAP), written off accounts, bankruptcies, repossessed collateral, and workout loans. Position requires taking inbound calls in a fast paced, high volume call center environment with focus on providing consistent and comprehensive member service to each caller. Independently and consistently processes member transactions/requests in an efficient and accurate manner in accordance with established policies, procedures and Asset Recovery standards. Displays confidence and decision making abilities. Identify member needs and utilize resources to find sensible solutions that balance the interest of our membership and the credit union. Fosters a positive, courteous, and professional attitude to ensure all credit union and Asset Recovery goals and objectives are achieved. Engage and participate in a team work environment with a business owner mentality. Serves as a resource and mentor for peers in the department. Facilitates changes and improvements for department and offers guidance to their coworkers to enhance member experience. Completes any other job related duties needed to help drive to our vision, fulfill our purpose, and abide by our organization’s values.

Qualifications

High school diploma or equivalent. Minimum of two (2) years in a call center environment or three (3) years in a similar role at financial institution or collections experience. Extensive knowledge of Guaranteed Auto Protection (GAP), knowledge of Federal and State laws, Fair Debt Collection practices/requirements and NCUA regulations. Definite understanding of loan contracts; including APR, simple interest calculations, and default provisions. High level of interpersonal skills, including excellent verbal communication skills, a clear speaking voice, and good writing skills. Able to operate a personal computer and good knowledge of Word, Excel and Internet. Able to work in a high volume environment

Ideal Candidate Will Have:

Experience in consumer bankruptcy matters and related legal requirements. Time management skills to include being timely and efficient in all aspects of job. Excellent problem solving and negotiation skills. Exceptional organizational skills, task management and attention to details is essential. Able to be flexible and quickly adapt to changing business needs and processes. Position may be a remote work from home role and previous remote work experience is preferred. 

Who We Are:

Security Service Federal Credit Union is an industry leader who has built a reputation of innovation, strength, and stability. We pride ourselves on discovering and developing employees who have exceptional character and a genuine passion for helping others. In return, we deliver a comprehensive total rewards package that supports the financial, physical, and emotional wellbeing of our employees.

Our Core Values:

All employees should demonstrate our SSFCU core values -- Caring, Innovative, Honest, Fair and Dedicated -- while providing enthusiastic, professional, and courteous service to SSFCU members and employees.

What We Offer:

SSFCU offers a comprehensive total rewards package. Benefit options include medical, dental and vision insurance; health savings and flexible spending accounts; company paid employee life insurance; supplemental life insurance plans; supplemental insurance plans for hospital and critical accident; short term disability; company paid long term disability; paid sick and safe leave, paid vacation, 401K match with immediate vesting, tuition reimbursement, employee tenure and award programs, access to an on-site fitness center or gym membership reimbursement program. Employees can participate in our award-winning Total Wellbeing program focusing on physical, financial and emotional wellbeing. We invest in our communities through our Volunteer Corps and in you, through ongoing growth and development opportunities.

Additional Information:

We are an EEO Employer that provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.