Loan Control Officer

GATHER FEDERAL CREDIT UNION•Lihue, HI

3d•$23 - $27

About The Position

Under the supervision of the Loan Control Supervisor, the Loan Control Officer assists with the credit union’s delinquency and collection activities. The role contacts delinquent members, helps them develop plans to bring accounts current, performs skip tracing, and completes collection-related records and account maintenance. It also supports deceased-account handling, repossessions, charge-offs, bankruptcy documentation, past-due notices, and member inquiries. The position posts and processes payments, assists staff with loan-control questions and override requests, manages repossession documentation and follow-up, and prepares or forwards records to outside collection agencies or attorneys when needed. The role also orders departmental supplies with supervisor approval and must comply with company policies, procedures, and applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements. Work is primarily sedentary in an indoor, climate-controlled shared work area with minimal noise. The employee routinely works at a computer and with office equipment, sits for extended periods, and may occasionally lift up to 20 pounds. Extended hours may be required or requested by management. The role requires reliable attendance, accuracy, discretion, effective communication, and the ability to handle multiple priorities and stressful member interactions calmly and professionally.

Requirements

A high school degree or GED is required.
Qualify through one of the following: a bachelor’s degree in Business Administration, Accounting, Finance, or a related field from an accredited college or university; an associate degree in Business, Accounting, or a related field from an accredited college plus one year of collections and/or credit-granting experience in a financial institution; a high school diploma plus two years of collections and/or credit-granting experience in a financial institution; or employment at Gather FCU with at least one year of Member Experience Representative experience.
Ability to calculate figures and amounts, including discounts, interest, percentages, rates, ratios, and yields.
Courtesy, tact, and diplomacy in routine interactions involving giving and obtaining information, advising, or referring.
Ability to work independently or with limited supervision and effectively as part of a team.
Ability to read and follow written and oral instructions and communicate information clearly and logically.
Ability to perform basic mathematical calculations with extreme accuracy.
Ability to interact calmly and professionally with diverse personalities and demonstrate member service and discretion.
Ability to work under deadline pressure while maintaining accuracy and quality, and to manage multiple, simultaneous, and changing priorities.
Ability to exercise discretion with confidential matters and remain calm during stressful or challenging member interactions.
Ability to perform primarily sedentary work, sit for extended periods, occasionally lift up to 20 pounds, and climb or descend stairs in an emergency.
Ability to operate routine office equipment, including a telephone, copier, facsimile machine, and calculator, and routinely work on a computer.
Ability to work extended hours when required or requested by management and maintain regular, reliable, and timely attendance.

Responsibilities

Contact delinquent members by telephone, letter, or in person to determine the cause of delinquency and help develop a plan to bring accounts current.
Complete extensions, workouts, and TDRs; assist and counsel members experiencing financial difficulty.
Perform skip tracing to locate members and update contact information.
Maintain accurate records supporting collection efforts and assist with deceased-account file maintenance, holds, estate documentation, executor contact, and recovery of outstanding loans.
Forward accounts with exhausted collection efforts and no member contact to the supervisor for review and recommendations, including possible charge-off.
Post payments that offset shares within an account and process payments over the phone with SWBC.
Authorize override requests for staff posting to delinquent accounts and assist staff with basic loan-control questions.
Assist members with redeeming vehicles and maintain repossession logs, notes, and related documentation.
Coordinate repossession and towing arrangements; handle personal items; follow up on tax liens or violations; submit GAP and service-contract refund letters and SWBC claims; and process journal vouchers for necessary repairs.
Ensure repossession titles are transferred to the credit union and loans are transferred to GL 707 in a timely manner; discuss vehicle shipping with members and prepare related paperwork and letters.
Send past-due notices promptly after payment due dates and answer member inquiries about those notices.
Research accounts and post E-Oscar disputes within 10 days of assignment.
Block lines of credit and Visa cards when they are more than 45 days delinquent, over the credit limit, or when the credit union exercises discretion due to delinquency or negative credit-bureau reporting; complete related forms, file maintenance, adverse-action documentation, correspondence, and mailing.
Complete charge-offs and related member and joint-account file maintenance; retrieve and prepare files and forward loan-document copies to outside collection agencies or attorneys.
Scan and file charge-offs monthly and retain member-file documents, including legal, bankruptcy, and correspondence records.
Handle deceased accounts with loans, maintain contact with family members, and ensure accounts are closed within two quarters while showing empathy and respect.
Order departmental supplies as needed with supervisor approval.
Document and flag bankrupt accounts when supervisory personnel are absent.
Comply with company policies and procedures and applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements.