Collector II

Tower•Laurel, MD

9d•Onsite

About The Position

The Collector II position is responsible for performing activities associated with all delinquent, fraudulent, and credit card accounts with the intent to protect the assets of Tower Federal Credit Union. This role involves reviewing delinquent accounts and contacting members to resolve past due accounts. Duties include making telephone calls, sending emails, mailing letters, and performing system data entry to document collection work and activity. The Collector II utilizes various techniques to promptly collect delinquent balance accounts, ensuring the Tower FCU professional image is maintained while adhering to all established regulatory policies. This position also serves as a backup for administrative collection activities and may receive direction from the Senior Collector or other management. Compliance with Federal and State regulatory statutes, as well as internal policies and procedures, is required.

Requirements

High school graduate with 3 or more years of collections experience.
Knowledge of State and Federal collection laws and procedures.
Knowledge of Fair Debt Collections Practices Act, Fair Credit Reporting Act.
Limited knowledge of bankruptcy law, contract law, SCRA, etc.
Knowledge of relevant repossession laws.
Demonstrate ability to research specific state repossession laws.
Ability to operate 10-key adding machine and typewriter.
Ability to competently operate PC in Microsoft Windows environment, of applications such as Word, Excel and DOS.
Ability to operate a PC in an Internet environment.
Ability to read, analyze and interpret procedure manuals.
Ability to make persuasive presentations and provide explanation or instruction in one-on-one situations over the telephone.
Ability to write effective, concise, complete correspondence to TFCU members.
Ability to write routine reports, internal and external communications.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Able to take and follow instructions.
Able to make sound decisions and recommendations regarding delinquent accounts.
Able to take and follow instructions with minimal supervision.
Ability to prioritize diverse job assignments and meet established deadlines.
Ability to complete tasks with a high degree of accuracy and attention to detail.
Ability to handle a multitude of tasks in a high stress environment.
Able to arrive at work routinely and promptly and demonstrate consistent dependability to include attendance.
Ability to maintain sensitive and confidential information.
Able to get along with colleagues and supervisors.
Ability to respond to sensitive inquiries and complaints in a timely and professional manner.
Ability to provide constructive feedback to any individual you are charged with training.
Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

Responsibilities

Responsible for supporting, demonstrating, and promoting the Credit Union service culture.
Provides exceptional service to all Tower Federal Credit Union members.
Responsible for the effective and professional performance of collections functions.
Determines reason(s) for delinquencies and works toward creating permanent solutions.
Minimizes losses by initiating early actions.
Receives delinquent reports from the computer system and verifies the status of accounts.
Contacts delinquent loan members to collect or make payment arrangements utilizing various collection methods.
Evaluates loan and account contracts for Tower’s options, including the right of off-set and cross-collateralization.
Follows up on delinquent accounts by telephone, personal contact, and/or written correspondence.
Discusses possible payment options, informs members of potential legal actions, and/or suggests financial counseling.
Continues to collect until the account is resolved, charged off, or referred to an attorney.
Utilizes further appropriate collection methods if initial attempts do not secure required payment (e.g., Accurint, skip tracing, Internet search, repossession of security).
Obtains member authorization for electronic payments or transfers.
Coordinates repossession activities, including assignment and tracking.
Monitors modifications to ensure payments and track expirations, and updates the system as needed.
Provides financial counseling to members as needed.
Performs collections efforts in accordance with Tower Federal Credit Union policies and procedures and ensures all actions are legally compliant.
Codes accounts for bankruptcy, deceased, and legal when making recommendations.
Handles first payment defaults, including telephone calls, emails, and identifying and correcting problems with automatic transfers.
Responsible for the efficient administration of collections activities.
Documents all collection efforts in the Temenos collection system, including communication, attempted communication, and actions taken.
Updates member demographic information in Temenos and DNA (if needed).
Recommends members for hardship and processes member hardship requests.
Sends Intent to Repossess letters to delinquent auto loans and cross-collateralized accounts.
Checks the collections email and voicemail box.
Assists with training and mentoring of co-workers.
Completes team training when requested by senior or management.
Responsible for ensuring that professional business relations are established and maintained with members and external contacts.
Maintains Tower Federal Credit Union professional reputation throughout the collections processes and while in contact with its members.
Adheres to confidentiality regarding members and Tower Federal Credit Union.
Responsible for establishing and maintaining effective communication and coordination with Company personnel.
Keeps management informed and updated of all activities and significant problems.
Participates in all required meetings, Credit Union functions, and trainings.
Responsible for all related duties as required or assigned.
Maintains a clean, secured, and well-organized work area.
Stays educated and informed of all changes in Collections policies, procedures, and all state and federal laws.