Credit Counselor I (Hybrid) - Santa Fe, NM

Del Norte Credit Union • Santa Fe, NM

5h • Hybrid

About The Position

The Credit Counselor manages delinquent accounts by contacting members, analyzing financial situations, and recommending solutions to resolve defaults. This role requires proficiency in core systems and collections platforms, accurate documentation of collection efforts, and processing of claims and extension requests. The position promotes member education, ensures compliance with regulations, and contributes to departmental and organizational success through teamwork and proactive problem-solving. Del Norte Credit Union is more than a financial institution, it’s a community. Guided by their mission of Improving Lives and vision of being Authentically New Mexico, they embrace Del Norteño Pride, reflecting their commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, they value People Focus, Collaboration, and Continuous Learning.

Requirements

• One year to three years of similar or related experience.
• A high school education or GED.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Professional appearance and demeanor.
• Provide excellent and knowledgeable service to our members, both internal and external by adhering to our core values.
• Conduct themselves and members fairly, ethically, and with confidence.
• Successful job performance involves meeting and/or exceeding teambuilding, interpersonal, relationship building, and technical skills outlined in other duties and responsibilities.
• Handles sensitive information with complete confidentiality and professionalism.
• Must have good communication and PC skills.
• Critical thinker and effective problem solver.
• Attention to detail.
• Collaborative service skills.
• Willing and eager to exceed expectations; demonstrated excellence in all aspects of service delivery operations.
• Demonstrated proficiency with 10-key calculator, Windows, and other MS Office products and applications.

Responsibilities

• Demonstrate a working knowledge of the applicable core system, including loan, deposit, and collections platforms.
• Informs management of trends in underwriting contributing to delinquent/charge off loans.
• Contacts delinquent account holders to cure defaults; utilizes various skip tracing tools, and maintains accurate files, and ensures accurate and timely documentation of all collection efforts.
• Analyzes financial situation of delinquent borrowers to include credit bureau reports and provides sound recommendation for solutions to successfully resolve delinquencies.
• Processes insurance, disability, credit life, and whole loss claims.
• Process all member extension requests.
• Promotes a needs based member education culture within the department to identify opportunities to promote credit union products and services to live DNCU’s mission of improving lives while meeting and/or exceeding established member education goals.
• Work effectively in a team environment contributing to the success of the department and organization.
• Comply with all regulations, policies, security procedures, and complete all mandatory annual compliance courses.
• Performs other related job duties as assigned.
• Accurately update credit bureau reporting when applicable
• Recommends accounts for further action including workouts, legal and charge offs.
• Maintains a working knowledge of Chapter 7 and 13 Bankruptcies and processes basic bankruptcy claims.
• Maintain a working knowledge of Repossessions up to and including Liquidation.

Benefits

• Medical, Dental and Vision insurance.
• 401(k) - Traditional or Roth
• Spanish Speaking Incentive
• Paid Time Off
• Eleven paid holidays/year
• Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
• Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED