Summary

The Credit & Recovery Specialist is responsible for remaining in compliance with established policies and procedures, contacting delinquent accounts, negative balance accounts, updating tracker information and assisting the Credit & Recovery Manager with daily and monthly reporting.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Contacts members by phone, email, and text messaging to determine the reasons for high balances, late and long-overdue accounts, and to assist in developing plans to bring accounts to a current status.
2. Engages in discussions with members that involve a high degree of confidentiality and discretion requiring diplomacy and tact.
3. Maintains accurate files and reports on all collection activity within the same business day.
4. Reviews and analyzes all past due accounts and delinquency reports through the processing system on an on-going basis for collection activity, including all newly appearing accounts, as well as aged accounts.
5. Works closely with the Credit & Recovery Manager to prepare Bankruptcy Claims, Probate Claims Small Claims, Repossession Orders and Attorney Referrals. Additionally, assists in maintaining activity logs (i.e., Repo Logs, Bankruptcy Logs, Attorney Referral Logs, Small Claim Logs, Extension/Modification Logs).
6. Works closely with other credit union departments to resolve the debt of deceased members taking into consideration the state statutes for estate or probate filings.
7. Efficiently scans and indexes all collection related documentation to the appropriate member files.
8. Assists in the process of returned mail and adjusting addresses as needed.
9. Reviews E-Oscar claims and reports balances accordingly.
10. Provides informed, professional, and accurate service and support to all members and employees.
11. Maintains a thorough and up-to-date knowledge of credit union products, internal collection policies and procedures, and external collection rules and regulations.
12. Assumes additional responsibilities as requested by management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• High school diploma or equivalent required.
• Preferred 1 to 2 years of financial institution operations or collections experience.
• Knowledge of Credit Union regulatory requirements including collection rules and regulations.
• Strong organizational skills and attention to detail.
• Ability to use various technical platforms including Microsoft office (excel, word etc.).
• Ability to work well on teams and independently while keeping internal and external service top of mind.
• Ability to interpret a variety of instructions furnished in written, oral or schedule form.
• Ability to write reports, business correspondence, and email communications.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.