POSITION SUMMARY:

Under the direction of the Payment Solutions Manager and in accordance with established credit union policies and procedures, the Payment Solutions Coordinator protects the credit union’s assets by performing a wide range of duties related to collections and legal account recovery. This role is responsible for recovering funds owed on delinquent loan and share accounts while also supporting the legal processes associated with collections, such as repossessions, garnishments, foreclosures, and other required legal actions. The Coordinator ensures that all activities are completed accurately, professionally, and in compliance with regulatory and internal guidelines.

ESSENTIAL FUNCTIONS:

• Maintain knowledge of credit union products, services, and organizational procedures.
• Perform all duties in accordance with Ferguson FCU policies, procedures, and regulatory requirements.
• Understand compliance issues; adhere to regulations and complete required training.
• Follow all BSA/AML regulations, including:
• Maintaining awareness of and reporting suspicious activity
• Completing annual BSA training
• Notifying the supervisor of any substantive discrepancies
• Maintain verbal and written contact with members, references, and others associated with overdue obligations.
• Communicate via phone, email, text, and written notices to determine causes of delinquency and encourage repayment.
• Prepare and send written communications to members regarding delinquent accounts, ensuring any credit union errors are promptly identified and corrected before correspondence is issued.
• Mail delinquency letters and ensure any credit union errors are corrected promptly.
• Assist members with requests, concerns, and complaints.
• Transfer past-due payments and work delinquent and charged-off loan and share accounts.
• Gather documentation for hardship requests.
• Record all collection efforts and financial status information related to members.
• Skip trace accounts as needed.
• Request and coordinate vehicle repossessions; prepare repo sale documents.
• Prepare and send legal documents and notices related to repossession.
• Prepare and file legal claims; forward accounts to attorneys when necessary.
• Attend Justice Court and coordinate accounts requiring court action.
• Coordinate foreclosure accounts by referring them to the attorney and managing the foreclosure process through the sale of collateral.
• Prepare garnishments and post garnishment payments.
• File and terminate UCCs.
• Prepare title work and registrations for lien perfection with the Department of Revenue.
• Process bankruptcy files from filing through discharge.
• Post payments from Bankruptcy Courts and trustee payments, including those on charge-off loans.
• Charge off negative share accounts as required.
• Review and post Collateral Protection Insurance (CPI) reports; maintain payment schedules and loan records.
• Track and maintain insurance coverage and process insurance claims.
• Order and deactivate GPS devices on loan accounts.
• File Debt Protection claims.
• Process and post cancellations for GAP and Extended Warranty.
• Compile departmental reports such as delinquency, charge-off payments, fraud investigations, CPI, foreclosures, negative shares, garnishments, and levies.
• Complete daily filing, scanning, and loan file requests.
• Perform e-OSCAR tasks.
• Upload documents to Allied Solutions.
• Balance collection GLs.
• Process and post cash advances and balance related receipts.
• Post garnishment, trustee, and other recovery-related payments.
• Perform other duties as assigned.

TEAM COMMUNICATION/PRODUCTIVITY/SUPPORT:

Promote open communication, teamwork, and a strong member-service focus. Contribute to departmental improvement by offering ideas to enhance service quality, reduce costs, and support operational goals. Provide assistance to management on operational tasks and serve as backup for outbound collection activities as needed.

JOB SPECIFICATIONS:

EDUCATION: High school diploma or equivalent required. Additional specialized training equivalent to two years of college preferred. Relevant work experience may be considered in lieu of formal education. Continuing education is a plus.

EXPERIENCE: 1 to 3 years of related experience and/or training, or an equivalent combination of education and experience.

KNOWLEDGE, SKILLS, AND ABILITIES: Strong understanding of financial institution products, services, and operations. Excellent communication, customer service, interpersonal, and technical skills. Ability to contribute to the development and implementation of departmental strategic plans. Demonstrates a strong member-focused orientation, works effectively both independently and as part of a team, and exercises sound judgment in problem-solving and decision-making. Flexible, adaptable, and eager to learn and embrace change. Ability to lift up to 50 pounds, sit or stand for extended periods, and operate standard office equipment, including telephone, computer, fax, and printer.