Department: Accounts Control

Spokane pay range: Non-Exempt Range: N8: $21.97 an hour to $32.96 an hour

Tri-Cities or Wenatchee pay range: Non-Exempt Range: N8C: $22.84 an hour to $34.28 an hour

Report To: Accounts Control Assistant Manager

SUMMARY:

With the goal of enhancing lives, fulfilling dreams, and building communities, this position, under moderate supervision, is primarily responsible for the collection of all early-stage delinquent accounts. Such accounts include, but are not limited to, consumer loans, credit cards, negative shares, and payday loans. This position is responsible for locating and notifying members of delinquent accounts by mail, email, or telephone to resolve delinquency, in addition to updating and maintaining member files when appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Working knowledge of collection procedures and laws, regulations, and disclosure requirements. Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
2. Contacts all delinquent borrowers by telephone, by email, or by mail to encourage prompt repayment and/or resolution of delinquent accounts. May also contact delinquent borrowers in person. Conversations include a high level of ability to determine reason for overdue payment, reviewing terms of loan, charge, or credit contract with member.
3. Identifies members that are unresponsive, unwilling and/or unable to pay and uses resources provided to skip trace to find additional information for members when needed. When needed, will submit recommendations to the team lead or management team.
4. Manages a high volume and variety of member accounts assigned daily, working in multiple systems, in addition to fielding interactions received by both internal and external members. The ability to quickly shift gears through each task is a high priority.
5. Has demonstrated and continues to produce high quality and quantity of contacts and results on a consistent basis. Recognizes that quality and quantity of contacts must be present, and that one aspect does not overrule the other.
6. Educates members about the advantages of prompt payment as well as the disadvantages of paying late. Identifies opportunities to recommend products and services that may be valuable to the member.
7. Accurately records information about financial status of member and status of collection efforts in the appropriate records of the credit union. Maintains professional written communication and documentation, both internally and externally, including appropriate use of grammar, punctuation, and spelling.
8. Has demonstrated the ability to prioritize and handle workloads both independently and within a team setting. This includes meeting deadlines and demonstrating a sense of urgency.
9. Develops a basic understanding of delinquency and tracks delinquency trends and losses.
10. Has a basic understanding of clerical processes and specialty processes, such as Bankruptcy, Mortgage, and Recoveries. While this individual may encounter situations involving these processes, they have knowledge of available resources to rely on for assistance if the situation is outside of their scope of development. Additionally, this person must have a clear understanding of their role in the Repossession process and how others are involved in different aspects of a repossession from start to finish.
11. Effectively incorporates concepts of CARES Principles in daily behaviors and interactions:

Connect – Create a welcoming, energized, and warm environment

Ask – Discover and confirm others’ needs to ensure they feel understood and known

Resolve – Take personal and full responsibility for meeting others’ needs

Elevate – Commit to long-term personal and organizational growth and improvement

Strengthen – Invest in our Numerica community and beyond.

SUPERVISORY RESPONSIBILITIES:

This position has no formal, direct supervisory responsibilities although will work with leaders and peers in the organization to drive results.

PERFORMANCE STANDARDS:

Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED); plus, a minimum of one-year related experience and/or training; or equivalent combination of education and experience. Preferred: relevant call center and/or collection experience in a credit union, bank, or other financial institution.

PREFERRED EXPERIENCE:

Bilingual - Spanish.

CERTIFICATES, LICENSES, REGISTRATIONS:

An NMLS registration is preferred. A notary license is also preferred.

SKILLS and ABILITIES:

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating, influencing and training others. Outside contacts become important and fostering sound relationships with other entities, companies and/or individuals, becomes necessary.

Ability to operate general office machines and equipment such as: email, photocopier, fax machine, word processor, personal computer, and printers.

Ability to effectively communicate verbally and in writing.

Ability to effectively manage confidential information.

Ability to work in a team environment.

Ability to accept and act on feedback.

Ability to handle stressful situations and maintain composure.

Well organized.

The ability to lift up to 25 lbs.

Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

Numerica Credit Union Benefits and Perks -

https://www.numericacu.com/globalassets/images/pdfs/employee-benefits-summary-numerica.pdf

Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by reaching out to your recruiter.