Collector 1

Numerica Credit Union•Kennewick, WA

5d•$23 - $34

About The Position

With the goal of enhancing lives, fulfilling dreams, and building communities, this position, under moderate supervision, is primarily responsible for the collection of all early-stage delinquent accounts. Such accounts include, but are not limited to, consumer loans, credit cards, negative shares, and payday loans. This position is responsible for locating and notifying members of delinquent accounts by mail, email, or telephone to resolve delinquency, in addition to updating and maintaining member files when appropriate.

Requirements

Minimum: High school diploma or general education degree (GED); plus, a minimum of one-year related experience and/or training; or equivalent combination of education and experience.
Ability to operate general office machines and equipment such as: email, photocopier, fax machine, word processor, personal computer, and printers.
Ability to effectively communicate verbally and in writing.
Ability to effectively manage confidential information.
Ability to work in a team environment.
Ability to accept and act on feedback.
Ability to handle stressful situations and maintain composure.
Well organized.
The ability to lift up to 25 lbs.

Nice To Haves

Preferred: relevant call center and/or collection experience in a credit union, bank, or other financial institution.
An NMLS registration is preferred.
A notary license is also preferred.

Responsibilities

Working knowledge of collection procedures and laws, regulations, and disclosure requirements. Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
Contacts all delinquent borrowers by telephone, by email, or by mail to encourage prompt repayment and/or resolution of delinquent accounts. May also contact delinquent borrowers in person. Conversations include a high level of ability to determine reason for overdue payment, reviewing terms of loan, charge, or credit contract with member.
Identifies members that are unresponsive, unwilling and/or unable to pay and uses resources provided to skip trace to find additional information for members when needed. When needed, will submit recommendations to the team lead or management team.
Manages a high volume and variety of member accounts assigned daily, working in multiple systems, in addition to fielding interactions received by both internal and external members. The ability to quickly shift gears through each task is a high priority.
Has demonstrated and continues to produce high quality and quantity of contacts and results on a consistent basis. Recognizes that quality and quantity of contacts must be present, and that one aspect does not overrule the other.
Educates members about the advantages of prompt payment as well as the disadvantages of paying late. Identifies opportunities to recommend products and services that may be valuable to the member.
Accurately records information about financial status of member and status of collection efforts in the appropriate records of the credit union. Maintains professional written communication and documentation, both internally and externally, including appropriate use of grammar, punctuation, and spelling.
Has demonstrated the ability to prioritize and handle workloads both independently and within a team setting. This includes meeting deadlines and demonstrating a sense of urgency.
Develops a basic understanding of delinquency and tracks delinquency trends and losses.
Has a basic understanding of clerical processes and specialty processes, such as Bankruptcy, Mortgage, and Recoveries. While this individual may encounter situations involving these processes, they have knowledge of available resources to rely on for assistance if the situation is outside of their scope of development. Additionally, this person must have a clear understanding of their role in the Repossession process and how others are involved in different aspects of a repossession from start to finish.
Effectively incorporates concepts of CARES Principles in daily behaviors and interactions: Connect – Create a welcoming, energized, and warm environment Ask – Discover and confirm others’ needs to ensure they feel understood and known Resolve – Take personal and full responsibility for meeting others’ needs Elevate – Commit to long-term personal and organizational growth and improvement Strengthen – Invest in our Numerica community and beyond.