FLSA Status: Non-exempt

Hours of Work: Monday - Friday 8:00a-5:00p

Reports to: Loan Control Supervisor

Pay Grade: 7- $23-$27 per hour

Role

Under the supervision of the Loan Control Supervisor, assists in the delinquency and collection activities of the credit union.

20%

Utilizing the collection queue, contact members by telephone, letter, or in person to determine the reason for their delinquent status and assist the member in developing a plan that brings their account current. Complete Extension/Workout/TDR and assist/counsels members in trouble. Perform various skip tracing techniques that locate members and update contact information.

15%

Assists the Loan Control Supervisor in the maintenance of accurate records as required to legally support the collection efforts of the credit union. Assists the Loan Control Supervisor when notified of deceased accounts with loans, by completing file maintenance and holds. Also, by following up on receiving Trust documents, Affidavits, legal newspaper notifications pertaining to the Estate, and contact of the executor to ensure recovery of any outstanding loans. Forwards accounts to supervisor for review that have exhausted collection efforts and no contact, to make suggestions for further action, or recommending of Charge off.

15%

Post payments that offset shares within the account, per loan control or member request; and payments over the phone with SWBC. Authorize override request when staff posts to delinquent accounts and assist staff with basic loan control questions.

Assist member with redeeming vehicle. Maintain the repossession log with all documented information regarding the repossession, mileage, type of vehicle, safety check, tax liens, and bench warrants. Keep notes to follow-upon repossessed vehicle, and ensure the title is transferred to the credit union and the loan to GL 707 in a timely manner. Perform a variety of duties that involve repossession that may include: making arrangements for repossession and towing to designated dealer that sells repossession for credit union; remove, log and store personal items from repossession; follow-up on repossession with tax lien or violation; transmit letters to GAP insurance and service contract refunds; file claims with SWBC; and process journal voucher that initiates payment for necessary repairs. Speaks with members regarding shipping of vehicles and prepares paperwork and letters.

10%

Initiate and transmit past due notices/letters promptly after the due date has lapsed and answer member's inquiry on past due notices/letters. Research accounts and post E-Oscar disputes within 10 days of assignment. Block all lines of credit and Visa cards over 45 days delinquent or over credit limit, and with credit union discretion when members are showing delinquencies or negative reporting on their credit bureaus. Complete and submit form to Accounting; complete file maintenance on account, adverse action form, correspondence and mail to the member.

10%

Complete charge-off and ensure all file maintenance is complete on member/joint account. Retrieve file, create new file folders, photocopy loan documents to be assigned and forwarded to outside collection agency or attorney. Scans and files charge-offs monthly for retention. Scans and files all documents for the member file that could be legal, bankruptcy, letters, etc. that will be needed for retention.

10%

Handles deceased accounts that have loans, by completing all file maintenance. Keeps in contact with decedents family member and ensure the account is closed by two-quarters, while showing empathy and respect.

5%

Order supplies for the department as needed with the approval of supervisor.

5%

Document bankrupt account and flag in absence of supervisory personnel.

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

Knowledge and Skills

EXPERIENCE

A Bachelor's degree in Business Administration, Accounting, Finance, or related field from an accredited college or university; or an Associates degree from an accredited college in Business, Accounting, or related field plus one (1)year of collections and/or credit granting experience in a financial institution; or High School graduate plus two (2)years of collections and/or credit granting experience in a financial institution; or Gather FCU employee with at least one (1) year of Member Experience Representative Experience.

EDUCATION/CERTIFICATIONS/LICENSES

A high school degree or GED is required.

INTERPERSONAL SKILLS

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

OTHER SKILLS

Ability to calculate figures and amounts, such as discounts, interest, percentages, rates, ratio, and yields.

ADA Requirements

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Sits more than6 hours a day. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to stay calm when being challenged by members in a stressful manner.