General Summary

Primary Responsibilities:

• Model a high energetic, world-class service and sales culture that continually strives to improve the way we serve our members.
• Contact members as assigned by telephone, letter 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.
• 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.
• Provide backup support to the Credit Department and Teller Line.
• 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; strong lending skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Live the First Community Credit Union Mission, Vision and Values within the organization and our communities.
• Assist in branch services and operations to serve our members. This includes serving as a backup for the teller line and credit department.
• Review status of delinquent accounts and initiate collection action in accordance to FCCU policies and procedures.
• Accurately document correspondence, activity and arrangements on all delinquent accounts in the collection package.
• Review delinquent accounts for possible rewrites and consolidations of debts within credit union policies.
• Cross sell other credit union products and services.
• Have an adequate understanding of the credit union’s products to allow for effective cross selling of those products.
• Skip-trace members who attempt to avoid their obligation.
• Determine and recommend accounts for legal action and initiate proper follow up.
• Responsible for the collection of negative balance accounts.
• Accept bids, maintain vehicles and maintain proper records of actions taken, as needed.
• Assist supervisor in keeping records of bankrupt, judgment, garnishment and small claims accounts.
• Type charge-off, non-accrual & modification requests to be presented to the Board of Directors, as needed.
• Charge-off delinquent accounts on our system and type up.
• Review charge-off files periodically for possible collection recovery.
• Take payments over the phone and process them correctly and in a timely manner.
• Send delinquent accounts to a third party for collection if FCCU’s collection efforts are exhausted.
• Assist in promoting a positive credit union image during working and non-working hours.
• Make suggestions for improving existing products and developing new products.
• Maintain a good working relationship with members, coworkers and the Board of Directors.
• Attend credit union functions as requested.
• Perform other related duties as assigned.
• Consult with attorney as required. (If approved by Supervisor.)
• Responsible for the collection of negative balance accounts.
• Initiate repossessions as authorized, accept bids, maintain vehicles and maintain proper record of actions taken.
• Assist supervisor in keeping records of bankrupt, judgment, garnishment, foreclosure and repossessed accounts.

Working Conditions:

Normal office working conditions with the absence of disagreeable elements. Repossessions may require working in outside elements.

Note: The statements herein are intended to describe the general nature and level of work being

performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Required Knowledge, Skills, and Abilities:

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