Loss Mitigation Representative 3 in Albuquerque, New Mexico at Sunward Federal Credit Union

Job Scope:

Performs advanced collection and recovery activities on past-due accounts, including mortgages, consumer loans, credit cards, and overdrawn accounts. Serves as a knowledgeable resource for Loss Mitigation staff, providing guidance on escalated issues and ensuring consistent application of Credit Union policies and compliance with relevant laws. Focuses on resolving complex accounts and supporting departmental objectives, with occasional input to peers as needed.

Essential Functions

• Independently perform advanced collection actions on delinquent accounts, including mortgages, consumer loans, credit cards, and overdrawn accounts (15 days through pre-charge-off).
• Assist team members with escalated or complex member situations as needed, offering guidance rather than formal coaching.
• Conduct skip tracing and research efforts for complex accounts, providing advice to team members only when requested.
• Ensure accurate documentation of collection activity in compliance with internal and external requirements.
• Review member financial hardships and recommend appropriate repayment solutions.
• Serve as a point of contact for other departments, supporting coordination and sharing subject-matter knowledge related to delinquent and charged-off accounts.
• Provide coverage support for team members to maintain service levels.
• Assist with management of deceased member accounts, including necessary follow-up and coordination with legal services.
• Maintain compliance with collection laws, policies, and procedures.
• Contribute to a positive team environment through collaboration and accountability.
• Perform other duties as assigned by the supervisor or department manager.

Qualifications:

Experience and Education

• Minimum of 2 years of directly related experience in collections, preferably in a financial institution.
• Experience handling advanced delinquent, recovery, or charged-off accounts.
• Experience assisting others with procedural tasks.
• High school diploma or GED required. Additional coursework or certification in collections, lending, or financial law a plus.

Knowledge

• Strong working knowledge of collection laws and regulations, including FDCPA, FCRA, bankruptcy processes, and other applicable federal and state guidelines.
• Solid understanding of loss mitigation practices and strategies for high-risk or late-stage delinquent accounts.
• Knowledge of internal policies, procedures, and best practices to ensure compliance and consistency.
• Proficient in collection/account management systems, CRM software, and Microsoft Office applications.

Skills/Abilities

• Ability to resolve complex member issues with professionalism, empathy, and sound judgment.
• Strong written and verbal communication skills, including ability to share knowledge with peers when needed.
• High attention to detail, strong organizational skills, and ability to manage multiple tasks and competing priorities.
• Ability to handle sensitive or escalated member accounts while maintaining confidentiality and professionalism.
• Strong problem-solving, critical thinking, and conflict resolution skills.
• Demonstrated ability to work independently and collaboratively with minimal supervision.
• Committed to delivering quality member service and supporting team collaboration as a knowledgeable resource.

Physical Requirements/Work Environment

• Primarily office-based, with frequent use of computer, phone, and standard office equipment.
• Requires prolonged sitting, repetitive hand/finger movements, and extended periods of visual focus on screens or documents.
• Occasional light filing or handling of physical documents.
• Regular communication with members, peers, and internal partners, requiring clear verbal and written skills.
• Handles confidential and sensitive member information with discretion and adherence to privacy regulations.
• Workload includes high-risk or complex accounts, requiring attention to detail, sound judgment, and the ability to manage stress effectively.
• Provides support, guidance, and informal leadership to team members, which may require balancing multiple priorities simultaneously.
• May occasionally handle escalated member situations or sensitive financial discussions, requiring professionalism, empathy, and conflict resolution skills.