Collector II

Tower•Laurel, MD

6d•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 all delinquent accounts and contacting members to resolve past due accounts. Duties include making telephone calls, sending emails, and documenting collection work/activity through system data entry. 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 back-up for administrative collection activities and may receive direction from the Senior Collector or other management. It requires compliance with Federal and State regulatory statutes, as well as internal policies and procedures.

Requirements

High school graduate
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
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
Knowledge of and adherence 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.
Providing exceptional service to all Tower Federal Credit Union members.
Performing collections functions effectively and professionally.
Utilizing effective human relation skills and persuasion techniques to present a positive image.
Answering questions and complaints relevant to Department functions.
Determining reasons for delinquencies and working towards permanent solutions.
Minimizing losses by initiating early actions.
Receiving delinquent reports, verifying account statuses, and contacting delinquent loan members to collect or make payment arrangements.
Evaluating loan and account contracts for Tower’s options, including the right of off-set and cross-collateralization.
Following up on delinquent accounts via telephone, personal contact, and/or written correspondence.
Discussing possible payment options, informing members of potential legal actions, and suggesting financial counseling.
Continuing to collect 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/correcting problems with automatic transfers.
Efficiently administering collections activities.
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.
Adhering to confidentiality regarding members and Tower Federal Credit Union.
Establishing and maintaining effective communication and coordination with Company personnel.
Keeping management informed of all activities and significant problems.
Participating in all required meetings, Credit Union functions, and trainings.
Performing all related duties as required or assigned.
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.