Default Support Officer-Inbound

Security Service Federal Credit Union•San Antonio, TX

8d•Onsite

About The Position

Provide outstanding member service to Security Service members and third party affiliates through all contact channels. Collaborates with all callers in a professional manner, to gather and document the member’s accounts concerning total loss, collateral protection insurance (CPI), guaranteed asset protection (GAP), written off accounts, bankruptcies, repossessed collateral, and workout loans. Position requires taking inbound calls in a fast paced, high volume call center environment with focus on providing consistent and comprehensive member service to each caller. Independently and consistently processes member transactions/requests in an efficient and accurate manner in accordance with established policies, procedures and Asset Recovery standards. Displays confidence and decision making abilities. Identify member needs and utilize resources to find sensible solutions that balance the interest of our membership and the credit union. Fosters a positive, courteous, and professional attitude to ensure all credit union and Asset Recovery goals and objectives are achieved. Engage and participate in a team work environment with a business owner mentality. Serves as a resource and mentor for peers in the department. Facilitates changes and improvements for department and offers guidance to their coworkers to enhance member experience. Completes any other job related duties needed to help drive to our vision, fulfill our purpose, and abide by our organization’s values.

Requirements

High school diploma or equivalent.
Minimum of two (2) years in a call center environment or three (3) years in a similar role at financial institution or collections experience.
Extensive knowledge of Guaranteed Auto Protection (GAP).
Knowledge of Federal and State laws, Fair Debt Collection practices/requirements and NCUA regulations.
Definite understanding of loan contracts; including APR, simple interest calculations, and default provisions.
High level of interpersonal skills, including excellent verbal communication skills, a clear speaking voice, and good writing skills.
Able to operate a personal computer and good knowledge of Word, Excel and Internet.
Able to work in a high volume environment.

Responsibilities

Provide outstanding member service to Security Service members and third party affiliates through all contact channels.
Collaborate with all callers in a professional manner, to gather and document the member’s accounts concerning total loss, collateral protection insurance (CPI), guaranteed asset protection (GAP), written off accounts, bankruptcies, repossessed collateral, and workout loans.
Take inbound calls in a fast paced, high volume call center environment with focus on providing consistent and comprehensive member service to each caller.
Independently and consistently process member transactions/requests in an efficient and accurate manner in accordance with established policies, procedures and Asset Recovery standards.
Identify member needs and utilize resources to find sensible solutions that balance the interest of our membership and the credit union.
Foster a positive, courteous, and professional attitude to ensure all credit union and Asset Recovery goals and objectives are achieved.
Engage and participate in a team work environment with a business owner mentality.
Serve as a resource and mentor for peers in the department.
Facilitate changes and improvements for department and offer guidance to coworkers to enhance member experience.
Complete any other job related duties needed to help drive to our vision, fulfill our purpose, and abide by our organization’s values.