Collector II- Remote

Northrop Grumman Federal Credi•Gardena, CA

3d•$26 - $36•Remote

About The Position

Serves as a financial advocate for our members during times of hardship. Under established guidelines, this role is responsible for the compassionate and timely resolution of delinquent accounts. The primary goal is to balance the Credit Union’s financial health with a "member-first" service approach, utilizing active listening and problem-solving to help members regain their financial footing. By providing expert guidance and tailored repayment solutions, this role ensures delinquency ratios remain within Board-established parameters while maintaining the highest levels of member service.

Requirements

High school graduate or equivalent, college education a plus.
At least 4-6 years collection experience in a credit union or bank environment.
Must be familiar with current bankruptcy laws.
Advanced analytical and organizational skills.
Exceptional member service and communication skills.
Ability to manage multiple projects with minimal supervision.
Advanced with Microsoft Windows and the Credit Union Core System, with an emphasis on spreadsheet analysis.
Advanced knowledge of Fair Debt Collection, Bankruptcy, FCRA, SCRA, Real Estate Processes, Repossession and other applicable laws and regulations, and credit union policies and procedures.

Responsibilities

Consultative Member Support: Act as a primary point of contact for members experiencing financial difficulty. Conduct non-routine inbound and outbound outreach to understand the "why" behind a delinquency and offer empathetic, constructive solutions.
Member-Centric Negotiations: Negotiate repayment plans that respect the member's current financial reality while meeting Credit Union goals. Handle the most complex inquiries by providing clear, transparent information and resolving discrepancies with a service-oriented mindset.
Financial Wellness Advocacy: Evaluate member accounts to recommend the most helpful path forward, such as loan modifications, deferments, or extensions, ensuring the member feels supported rather than pressured.
Advanced Skip Tracing & Recovery: Execute expert-level skip tracing techniques to locate members and collateral using specialized databases (e.g., LexisNexis and Google searches), social media research, and credit report analysis.
Complex Negotiations: Manage non-routine inbound and outbound calls; negotiate creative repayment plans for high-balance or severely delinquent accounts, handling the most sensitive and complex member inquiries with professionalism and empathy.
End-to-End Repossession Management: Evaluate auto loan accounts and impound notices to authorize repossession action. Direct and coordinate with third-party recovery agents, providing updated skip-trace data to facilitate collateral recovery.
Auction & Disposition Oversight: Fully process repossessed vehicles for liquidation. This includes preparing legally mandated 'Notice of Intent' letters, coordinating vehicle transport, ensuring prep for sale, and managing the vehicle through the auction lifecycle.
Real Estate & Regulatory Compliance: Manage delinquent Real Estate loans in strict accordance with HUD notification procedures, state regulations, and specific time limitations to mitigate Credit Union risk.
Account Restructuring: Independently evaluate and prepare loan modifications, SKIPs.
Reporting & Analytics: Maintain and analyze repossession tracking reports; assist management in compiling recovery statistics and trends to improve department efficiency.
Strategic Recommendations: Evaluate account status to recommend the most effective recovery path (active collection vs. charge-off) for Managerial review.
Other Duties: Perform additional recovery-related projects and duties as assigned by management.