Primary Responsibilities:

1. Model a high energetic, world-class service and sales culture that continually strives to improve the way we serve our members.
2. Contact members as assigned by telephone, letter, email, text or in person to determine the reason for their being delinquent and assist them in developing a plan to bring their account to a current status.
3. Initiate the appropriate action and paperwork based on the situation, including keeping accurate records of calls and resolutions, while maintaining excellent member service through account contact and member resolution.
4. Provide backup support to the Credit Department and Teller Line.
5. Uphold a strong sales culture within the credit union.

Primary Qualifications: Passionate and enthusiastic; possess world class service and leadership skills; strong knowledge and understanding of FCCU products and services, especially the overdraft Privilege Program; Multi-tasking, comfortable with ourbound and inbound calls, and familiar with excel.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Monitor and close checking accounts per FCCU's policy and procedures.
2. Work daily reports and contact members using various methods.
3. Responsible for the collection of negative balance accounts.
4. Review status of delinquent accounts and initiate collection action in accordance to FCCU policies and procedures.
5. Accurately document correspondence, activity and arrangements on all delinquent accounts in the collection package.
6. Review negative accounts for possible rewrites and consolidations of debts within credit union policies.
7. Skip-trace members who attempt to avoid their obligation.
8. Determine and recommend accounts for legal action and initiate proper follow up.
9. Charge-off negative accounts on our system.
10. Send negative accounts to a third party for collection if FCCU’s collection efforts are exhausted.
11. Review charge-off files periodically for possible collection recovery, if not sent to a third party.
12. Make suggestions for improving existing products and developing new products.
13. Have an adequate understanding of the credit union’s products to allow for effective cross selling of those products. Cross sell other credit union products and services.
14. Live the First Community Mission, Vision and Values within the organization and our communities.
15. Assist with branch services and operations to serve our members. This includes serving as a backup for the teller line and credit department.
16. Maintain a good working relationship with members, coworkers and the Board of Directors.
17. Assist in promoting a positive credit union image during working and non-working hours.
18. Attend credit union functions as requested.
19. Perform other related duties as assigned.

Required Knowledge, Skills, and Abilities:

1. Passionate and enthusiastic.
2. Strong leadership skills; including planning, organization, communication, mentoring, coaching, staff development, and goal setting.
3. World-class service skills.
4. Advanced knowledge of credit union products; services; collection policies and procedures.
5. Knowledge of federal and state regulations relating to credit union operations management.
6. Knowledge of Microsoft Office applications.
7. Knowledge of intermediate math (calculations and concepts involving decimals, percentages, fractions, etc.)
8. Availability to work weekends and extended hours, as needed.
9. Outgoing personality, with the ability to ask for new business and capable of making outbound phone calls.
10. Works well with others and is able to work independently.
11. Ability to interpret member needs by listening and collect with tact, empathy and professionalism.
12. Excellent typing, organizational and multi tasking skills.
13. Accuracy

Education and Experience:

This position requires a high school education and two (2) years experience in the teller and/or member service area of a financial institution. This position may also require you to become a notary.

Employees must comply with government and other regulations affecting the credit union industry including but not limited to the Bank Secrecy Act and The USA Patriot Act.