Sr. Member Solutions Specialist -Collections
About The Position
Summary: The Travis Credit Union (TCU) Member Solutions Specialist (Collections) is responsible for performing collection and loss mitigation activities associated with delinquent member accounts in a manner consistent with the mission of TCU. This includes direct internal and external member support for deposit, consumer loan, and mortgage and credit card accounts. This role uses various strategies, systems and vendors as circumstances warrant to recapture delinquent dollars, reduce loss and proactively offer assistance to members to reduce delinquency.
Requirements
- HS Diploma and a minimum 5 years collections and loss mitigation or related experience.
- Knowledge of Fair Debt Collection Act and Rees Levering required.
- Sound understanding of credit union products and services.
- Working knowledge of the Fair Debt Collection Act, Rees Levering and relevant regulatory guidelines.
- Ability to work independently and motivated to achieve goals with minimal supervision.
- Effective and professional verbal and written communication skills.
- Ability to self-direct, use independent judgment and multi-task with proficiency.
- Detail oriented, with strong analytical and organizational skills.
- Proficiency with Microsoft Office for Windows.
Nice To Haves
- Bilingual (Spanish/English) Preferred
Responsibilities
- Provides excellent internal and external member support through all channels with a focus on first-contact-resolution and problem solving for delinquent accounts and inquiries.
- Follows regulatory, GSE/investor, TCU, agency, and department guidelines, policies, and procedures when handling all collection and loss mitigation functions.
- Performs assigned collection and loss mitigation duties including direct member contact through all approved channels to meet or exceed department goals.
- Uses consultative approach to assess and address a complex range of member a member’s financial condition.
- Identifies opportunities to deepen the member relationship by promoting and educating members around all products and services based on the member contact reason.
- Manages reports, deadlines, and compliance requirements related to third party vendors.
- Suggests improvements to processes and policies to improve efficiency, accuracy, and member experience.
- Based on experience, manages processes and inquires related to repossession, bankruptcy and system testing.
- Utilizes proven decision making skills when handling exceptions to policies and procedures within assigned authority levels.
- Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
- Coaches, mentors, and trains junior or less seasoned staff as needed.
- Based on knowledge and experience, accountable for accurate and timely executive reporting aligned to areas of responsibility.
Benefits
- Competitive medical, dental, and vision insurance
- Mental health and wellness programs
- Employee performance incentive plan
- Merit-based salary increases
- 401(k) program with immediately vested employer match
- Generous holiday and vacation policies
- Exclusive TCU perks such as employee loan and credit card discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
