Collector II-Remote

Fort Liberty Federal Credit Union•Fort Bragg, NC

1d•Remote

About The Position

The Remote Collector is responsible for managing delinquent loan and share accounts to minimize losses while maintaining a positive member experience. This role involves contacting members by phone, email, and other digital channels to resolve past-due accounts, arrange repayment plans, and educate members on available financial solutions. The Remote Collector ensures all collection activity is conducted in accordance with credit union policies, federal and state regulations, and member service standards.

Requirements

High School diploma.
On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.
3 years of similar or related experience.
Strong communication skills, both written and verbal, and the ability to explain and discuss sensitive subjects.
Ability to manage a high volume of calls and multitask effectively in a remote environment.
Assertive and willing to conduct collection calls.
Proficiency in Microsoft Office and familiarity with credit union core systems
Knowledge of collection regulations and best practices.
Self-motivated, goal-oriented, and capable of working independently with minimal supervision.
Strong attention to detail and record-keeping accuracy.
Must reside within 35 miles of Fayetteville, NC.
Must have reliable high-speed internet, a secure, quiet workspace, and the ability to work independently.

Nice To Haves

Two (2) weeks in person at the assigned office location for initial training (additional time may be required based on performance).
Required to attend in-office training and refresher training.

Responsibilities

Monitor and manage assigned delinquent loan and share accounts, typically ranging from early to mid-stage delinquency.
Make daily outbound calls and send electronic communications to members regarding past-due accounts.
Work collaboratively with members to establish realistic repayment arrangements or loan workout options.
Maintain accurate documentation of all collection efforts and member communications in the core system.
Skip-trace and research member contact information as necessary to locate and engage with members.
Identify potential problem loans and recommend appropriate next steps to minimize risk or loss.
Follow all regulatory requirements, including the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA), and credit union policies.
Provide exceptional member service by treating all members with respect, empathy, and professionalism.
Collaborate with internal departments (Lending, Member Services, Accounting, etc.) to resolve account discrepancies.
Prepare reports or updates for management as needed.
Perform any other duties as assigned.
Assists VP Finance & Collections in preparing reports when necessary.
Archive letters, files and other documentation of work in order to preserve record of such files.
Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering & Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy.