Role

Participates in maintaining a financially sound loan portfolio through early delinquency control. Methods to accomplish this include (but are not limited to): phone calls, collection letters and in person interviews. Recommends further action on accounts as deemed necessary (includes but not limited to): repossession, legal action, foreclosure and referral to collection agency).

Major Duties and Responsibilities

Responsible for collection of accounts over 60 days delinquent, including but not limited to: soliciting payment arrangements on delinquent loans, interviewing customers to determine reason for delinquency, taking appropriate action to resolve the account (could include loan modifications or loan workouts), counseling customers concerning their financial obligations and offering suggestions and alternatives, recommending further action as deemed necessary (i.e. repossession, legal action, foreclosure, referral to collection agency), skip tracing as necessary to locate customers and posting loan payments.

Respond to customer inquiries by phone and in person (could include, but not limited to: requests to transport our collateral out of country, CPI claims, GAP and other dealer sold insurances, NADA values, address updates).

Prepares and file the appropriate documentation for bankruptcy accounts. Prepares and files Small Claims Court documentation with the court. Prepares the required documentation for assignment to collection agencies or attorney. Attends court hearings for various legal/bankrupt files. Recommends and assists in preparing delinquent accounts for charge off requests.

Ensure customer files are maintained in good order, and all required documents are filed (includes completion of adverse action forms).

Recommend further action as deemed necessary (i.e. repossession, legal action, foreclosure, referral to collection agency).

Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.

Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.

Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge & Skills

Experience

Two to five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

High school degree or GED required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Education First FCU

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