Senior Collections Officer

Pacific Service Credit Union•Concord, CA

4d•Hybrid

About The Position

At Pacific Service Credit Union, we are committed to strategic growth through trust, innovation, and operational excellence. By empowering our internal teams with the tools and support they need to succeed, we strengthen organizational efficiency, ensure compliance, and advance our mission of enhancing member financial well-being. The Senior Collections Officer is responsible for performing and delivering effective resolution of delinquent loan accounts and negative balance distribute accounts in accordance with established policies and regulatory requirements. This role assists with and completes repossession activities from assignment through sale and recovery, and supports the processing of debt protection and GAP claims. The Senior Collections Officer prepares, maintains, and produces documentation related to direct and indirect FCRA credit disputes and legal actions, including summonses, complaints, judgments, and post-judgment remedies. This position collaborates with vendors and external legal counsel, contributes to collection and bankruptcy strategies, and supports compliant, timely recovery outcomes. This role requires an organized and dependable individual with strong communication skills and the ability to complete tasks accurately and on time. The position supports the team and organization by assisting with day-to-day activities, completing assigned projects, and contributing to efforts that advance organizational goals and uphold core values, while enhancing member/service outcomes.

Requirements

High school diploma or equivalent, required.
Minimum of five (5) years of previous collection experience, required.
Demonstrate thorough understanding of loan and collection policies, procedures, and processes for both loans and deposit accounts.
Handle high-stress situations with members professionally, resolving complaints and account discrepancies efficiently.
Ability to operate effectively in a high-volume, fast-paced, and dynamic environment while maintaining accuracy and composure.
Ability to assist Collection Officers and team members with collection-related matters, providing guidance and support, as needed.
Possess advanced knowledge of regulatory compliance, including bankruptcy, repossession, and probate proceedings.
Maintain extensive knowledge of the legal processes required to obtain judgment and execute post-judgment remedies.
Excellent oral and written communication skills, required.
Must be proficient in computer programs (e.g., Microsoft Office Suite).

Nice To Haves

Knowledge of credit insurance products and claims along with collateral insurance, preferred.
Knowledge of Symitar and CU collections systems, preferred.
Spanish/English bilingual skills, preferred.

Responsibilities

Assist the Collections Manager with review and analysis of delinquent loans and negative share accounts to provide charge-off recommendations.
Collect assigned delinquent loan and active charge-off accounts, including negative balance share accounts, via phone, letters, and skip tracing in accordance with credit union policies and procedures.
Prepare and recommend actions such as extensions, repossessions, legal suits, or foreclosures, including compiling necessary documentation for each action.
Provide timely support to members via all forms of supported communication channels.
Identify and recommend opportunities to streamline or improve systems, processes, and the work environment.
Provide exceptional service to both our external and internal members in all interactions.
Prepare legal documents to obtain judgements and execute post-judgement collections, including filing probate forms and bankruptcy claims, when applicable.
Document all conversations, activities, and collections actions accurately in the collections system of record.
Ensure with departmental collaboration that there is adequate coverage for the department telephone line and offer mentorship to department peers.
Maintain regular and reliable attendance, including punctuality, are essential to achieving organizational excellence.
Contribute to company innovation and continuous improvement. Foster a culture of evolution by adapting to changes, optimizing processes, and contributing to the growth and success of the organization.
Demonstrate accountability in your work by taking ownership of responsibilities, setting clear goals, meeting deadlines, and delivering high-quality results. Act with integrity, follow through on commitments, and uphold professional standards.
Support and uphold company culture by aligning your work with the credit union’s mission and values, contributing to a positive, high-performing environment.
Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.
Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.
Provide back-up and support to management, as directed.
Performs special projects and other responsibilities, as directed.

Benefits

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.
401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.
Bonus program: All employees are rewarded for attaining our annual organizational goals.
Tuition Reimbursement program for employees eligible after six months of service.
Recognition program where employees can be nominated by management, their peers or by members.
Employee referral bonus.
Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
Employees are eligible to receive a consumer loan rate discount.
Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

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