Part Time Collector (English/Spanish Bilingual)

UFCU•Austin, TX

2d•Remote

About The Position

The Part Time Collector is part of a highly performing Collections team with principal responsibility for servicing members with past due consumer, commercial, or real estate loans. This role requires supportive, constructive, and empathetic communication with members through a variety of channels, seeking to understand the circumstances resulting in a member’s past due condition. The Collector works with members to find solutions that resolve delinquent loan status. This role performs independent research and other follow up tasks to assist in delinquency resolution, including validation of financial responsibility for a loan, searching for valid member location and contact information, and completion of documents required for delinquency resolution. The Collector 1 finds the best balance between the needs of individual members and those of UFCU membership while complying with UFCU’s policies and procedures and applicable laws and regulations. The Collector reports to Assistant Manager – Collections. Location: This role can be remotely performed out of Texas, Idaho, Utah, Arizona, or Montana.

Requirements

High School Diploma or Equivalent.
Minimum of one (1) year of experience collecting secured or unsecured consumer loans.
Minimum of one (1) year of experience with personal computer and word processing/spreadsheet software (MS Office Suite).
Must be bondable.

Nice To Haves

Two or four-year degree from an accredited college or university.
Two (2) years’ experience collecting auto and or real estate collateralized consumer loans.
Six (6) months of banking and/or financial institution experience.
Experience with loan modifications.
Bilingual in English and Spanish.

Responsibilities

Validates identity of members and third parties.
Interacts with members and third parties through a variety of communication channels (telephone calls, email, text, chat, and letters) to develop contact with members responsible for past due loan balances.
Develops professional, courteous, and empathetic relationships with members to facilitate effective oral and written member communications consistent with UFCU Core Competencies.
Informs members of past due loan status, develops dialogue with members to discover credible reasons for delinquency, the member’s capacity and willingness to resolve the past due loan status, and provides a call to action by the member to resolve the loan delinquency.
Develops and proposes resolutions to members that will resolve past due loan status. Confirms member understanding of commitment to a given resolution and follows up in a timely manner with any task activities necessary to execute upon the agreed upon resolution.
Provides member service to resolve any barriers preventing members from making timely loan payments.
Service tasks include validating: debt responsibility, loan balances, loan terms, and other items; providing copies of loan documents to members; setting up/editing/terminating automated payments; advising members about UFCU’s practices that may be of immediate interest or concern for a given member; producing and publishing loss mitigation program documentation.
Produces written communications, delivered through multiple channels in response to member requests or to initiate member communication.
Provides accurate and timely information to members regarding UFCU services, including restrictions on services as appropriate.
Develops proficiency in use of the various system tools available to Collectors including in collections management, billing, telephone, member relationship management, and UFCU’s intranet (UFCU Connect).
Proficiency is demonstrated by consistently, appropriately and accurately finding data, entering data, extracting data, using appropriate information or system functionality for a given need and providing accurate values to be communicated to a member or used in the normal course of past due loan resolution.
Utilizes Collections systems in compliance with applicable laws and regulations and UFCU policies and procedures, including documentation of collection activities in a manner that fairly represents those activities.
Becomes familiar with systems and processes used by non-collections functions within UFCU in the servicing of loans.
Develops proficient understanding and skillful use of and compliance with UFCU’s Policies and Procedures in the service of past due loan resolution.
Contributes ideas for improvements in systems, processes, and procedures.
Participates in work to develop and publish such improvements.
Participates in projects to develop, implement, upgrade, and replace UFCU systems.
Adheres to all company policies, procedures, and business ethics codes.
Completes required regulatory training as assigned.
Maintains strict adherence to and compliance with all laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.