Collections Coordinator I

BayPort Credit Union•Newport News, VA

About The Position

This role is responsible for managing daily delinquency and queue volume, identifying issues that cause accounts to be past due, and communicating with members regarding past due payments. The position involves creating resolutions for delinquent accounts, recommending actions for repossession and legal proceedings, and identifying accounts that may be suspicious. The Collections Coordinator will also communicate available resources to members for assistance, such as financial education and credit counseling, and collaborate with internal and external team members to ensure appropriate handling of member accounts. Discretion is required when following collection procedures, and accurate record-keeping of all actions and call results in the collection system is essential. The role also involves timely response to member requests and concerns, utilizing provided systems like Salesforce and Symitar, and meeting all established goals. The position requires participation in team events, training, meetings, and a commitment to skill development and community promotion within BayPort.

Requirements

Working knowledge of Collections Laws, Bankruptcy, Regulatory Compliance and Fair Credit Reporting Act. SCRA, Fair debt collection act.
Proficient in the use of basic applications in a Windows-based environment.
Staying up to date on all processes and procedures from supported functions, such as, but not limited to bankruptcy, repossessions, collections compliance etc.
Strong written and oral communication skills.
Minimum of 6–24 months loan/collections experience or equivalent education/experience is required.

Nice To Haves

Previous credit union experience preferred.

Responsibilities

Reviewing daily delinquency and queue volume.
Identifying issues that would cause accounts to be past due.
Communicate clearly with all members associated with the account regarding past due payments.
Create resolution for accounts in delinquency.
Review, recommend and submit actions for repossession and legals.
Identify those in need and recommend, when necessary, skip payments, refinance and re-ages.
Identify and report accounts that appear to be suspicious.
Communicate resources to members for assistance such as financial education, Consumer credit counseling and military relief.
Work with team members internally and externally from collections to ensure members accounts are handled appropriately.
Use discretion when following collection procedures and follow up on those actions appropriately.
Verify and update all members information.
Participate in team events, this includes training, team meetings, huddles, contests.
Commit to development in skills.
Promote community participation with in BayPort.
Proficient in the tools provided.
Timely respond to members request, problems, concerns, direct members to appropriate person(s) for resolution.
Handle all calls that are “difficult “requesting a second voice when necessary.
Respond to members and return calls, identifying concerns regarding but not limited to delinquency, notices, collateral protection insurance, credit reporting and repossessions.
Maintain a clear and accurate record, by documenting all actions and call results in collection system.
Utilize all systems provided to ensure communication and access to accounts is clear. Example would be Salesforce and Symitar.
Meet all established goals set.
Perform all other duties as assigned.