Loss Mitigation Representative 1

Sunward Federal Credit Union•Albuquerque, NM

just now•Onsite

About The Position

Job Scope: Supports the management of delinquent accounts, typically between 15 and 90 days past due, including consumer loans, credit cards, and share/share draft accounts. Focuses on learning the basics of collections and member support, assisting members in resolving delinquencies with guidance from supervisors. Essential Functions Assist with collection efforts on delinquent accounts, including loans, credit cards, and negative balances, typically 15 to 90 days past due, following established procedures. Support accounts approaching pre-charge-off by offering standard repayment options or assistance under guidance. Contact members via phone, email, or letter to provide information on account recovery options and document interactions. Follow standard procedures to record account activity, track progress, and manage follow-ups in collection systems. Perform basic skip tracing to locate members with missing or inaccurate contact information, with guidance. Post payments and update system records according to standard processes. Support processing of force-placed insurance documentation and filing claims under supervision. Coordinate with internal departments to clarify account information or escalate issues as needed. Follow federal and state regulations (e.g., FDCPA, UCC) and internal policies in day-to-day tasks, seeking guidance when unsure. Ensure accurate documentation of collection activity in compliance with internal and external requirements. Eager to learn and follow procedures accurately. Participate in team efforts and support peers as directed.

Requirements

Minimum of 6 months of customer service experience, preferably in a financial services environment.
Collections experience preferred.
High school diploma or GED required.
Basic awareness of financial services and credit union products.
Familiarity with standard workplace policies and procedures, including confidentiality requirements.
Awareness that collections activities are governed by federal and state regulations (e.g., FDCPA).
Basic computer literacy, including Microsoft Office and standard collection systems.
Ability to follow established procedures and complete routine tasks accurately.
Clear verbal and written communication skills for member interactions.
Ability to handle low- to moderate-risk accounts under supervision.
Willingness to ask questions and escalate complex cases.
Basic organizational skills and attention to detail.
Cooperative team member; participates in team efforts and supports peers.

Nice To Haves

Collections experience preferred.

Responsibilities

Assist with collection efforts on delinquent accounts, including loans, credit cards, and negative balances, typically 15 to 90 days past due, following established procedures.
Support accounts approaching pre-charge-off by offering standard repayment options or assistance under guidance.
Contact members via phone, email, or letter to provide information on account recovery options and document interactions.
Follow standard procedures to record account activity, track progress, and manage follow-ups in collection systems.
Perform basic skip tracing to locate members with missing or inaccurate contact information, with guidance.
Post payments and update system records according to standard processes.
Support processing of force-placed insurance documentation and filing claims under supervision.
Coordinate with internal departments to clarify account information or escalate issues as needed.
Follow federal and state regulations (e.g., FDCPA, UCC) and internal policies in day-to-day tasks, seeking guidance when unsure.
Ensure accurate documentation of collection activity in compliance with internal and external requirements.
Eager to learn and follow procedures accurately.
Participate in team efforts and support peers as directed.