Collector II

Tower Federal Credit Union•Laurel, MD

10d•$29 - $37•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 balances. Duties include making telephone calls, sending emails, mailing letters, and performing system data entry to document collection activities. The Collector II utilizes various techniques to promptly collect delinquent balances while maintaining Tower FCU's professional image and adhering to all established regulatory policies. This position also serves as a back-up 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 and limited knowledge of bankruptcy law, contract law, SCRA, etc.
Must possess knowledge of relevant repossession laws and demonstrate ability to research specific state repossession laws.
Must meet competencies skills for promotion opportunities within the grade.
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

Supporting, demonstrating, and promoting the Credit Union service culture by providing exceptional service to all Tower Federal Credit Union members.
Performing collections functions effectively and professionally, including utilizing persuasion techniques, answering questions and complaints, determining reasons for delinquencies, and minimizing losses.
Receiving delinquent reports, verifying account status, and contacting delinquent loan members to collect or make payment arrangements using various collection methods.
Evaluating loan and account contracts for options such as off-set and cross-collateralization.
Following up on delinquent accounts via telephone, personal contact, and/or written correspondence to secure explanations or resolutions.
Discussing payment options, informing members of potential legal actions, and suggesting financial counseling to arrive at suitable payment arrangements.
Continuing collection efforts until the account is resolved, charged off, or referred to an attorney.
Utilizing appropriate collection methods if initial attempts are unsuccessful, including Accurint, skip tracing, Internet search, and repossession of security.
Obtaining member authorization for electronic payments or transfers.
Coordinating repossession activities, including assignment and tracking.
Monitoring modifications to ensure payments and track expirations, and updating the system as needed.
Providing financial counseling to members as needed.
Performing collections efforts in accordance with Tower Federal Credit Union policies and procedures and ensuring all actions are legally compliant.
Coding accounts for bankruptcy, deceased, and legal when making recommendations.
Handling first payment defaults, including telephone calls, emails, and identifying and correcting problems with automatic transfers.
Documenting all collection efforts in the Temenos collection system, including communication, attempted communication, and actions taken.
Updating member demographic information in Temenos and DNA (if needed).
Recommending members for hardship and processing member hardship requests.
Sending Intent to repossess letters to delinquent auto loans and cross-collateralized accounts.
Checking the collections email and voicemail box.
Assisting with training and mentoring of co-workers.
Completing team training when requested by senior or management.
Establishing and maintaining professional business relations with members and external contacts.
Maintaining Tower Federal Credit Union's professional reputation throughout the collections processes and while in contact with its members.
Adhering to confidentiality regarding members and Tower Federal Credit Union.
Establishing and maintaining effective communication and coordination with Company personnel.
Keeping management informed and updated of all activities and significant problems.
Participating in all required meetings, Credit Union functions, and trainings.
Maintaining a clean, secured, and well-organized work area.
Staying educated and informed of all changes in Collections policies, procedures, and all state and federal laws.