Consumer Collection Representative
Company Name:
Arca24.com
Salary period: Annual
Position Overview The Consumer Collection Representative is responsible for the loan service process including contacting members, processing loan payments, and monitoring delinquencies. This position also assists with processing of bankruptcies and repossessions. Principal Accountabilities
Loan Service
Contact members by phone and letter to resolve their delinquent accounts, preparing adequate documentation on all collection action. Effectively monitor delinquencies to maintain an acceptable range. Maintain positive relations with members, discussing sensitive, personal financial circumstances in a straightforward and tactful manner. Negotiate acceptable payment arrangements which could include hardship deferment and debt management proposals. Obtain credit reports when needed; ensure accurate and timely processing of disputed credit reporting items. Perform skip-tracing to locate members as needed. Process loan payments, payoffs and reversals. Offer support to other team members to assist in the collection efforts. Assist in processing bankruptcy filings as they relate to existing loan files; updates to collection system and ensure that proper procedure is followed to protect the credit union's interest. Update the repossession spreadsheet to ensure proper accounting for what vehicles are assigned for repossession, pending sales, and process invoices, etc. Accountable for preventing loan losses and taking necessary steps in the pursuit of recoveries after charge off.
Miscellaneous Duties
Foster and maintain constructive relationships with members (internal and external). Provide members with outstanding service in all interactions, and look for opportunities to improve their financial well-being. Resolve processing issues and problems with professionalism, compassion and respect. Assist with projects and consulting as needed. Participate in title perfection functions as needed. Participate in disability/credit life insurance claims as needed. Perform additional duties as required by the Loan Service management or other designated individual for efficient operation of the organization. Attend meetings and training as assigned by Loan Service management.
Fundamental Expectations Standards of Conduct
Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values. Foster and maintain constructive relationships.
Compliance, Security and Disaster Recovery
Adhere to and maintain knowledge in compliance standards for the department and the organization. Adhere to security procedures and fraud controls to protect members, staff, and assets. Recommend changes to the disaster recovery plan for the department.
Procedures and Process Improvement
Maintain knowledge in and adhere to policies, procedures and established processes in order to support compliance requirements for the department and the organization overall. Recommend policy / procedural changes and process improvements to assist in the achievement of the strategic goals of the organization.
Personal Development
Dedicate time for self-development and increase job skills and knowledge. Participate and successfully complete professional training and credit union required courses.
Team Participation
Contribute to and support a positive work environment to ensure an effective, high performing and cohesive team. Actively participate and contribute to meetings.
Minimum Requirements Knowledge, Skills and Abilities
High School diploma or equivalent required. Minimum of one year consumer collections experience in a financial institution or related industry. Requires basic knowledge of laws pertaining to collections for FDCPA and Bankruptcy Code. Proficient knowledge of MS Office programs including Outlook, Word and Excel. Strong written and verbal communication skills. Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills. Ability to adapt to changes and prioritize and manage competing demands. Ability to read, analyze and interpret data and understand and communicate complex and diverse information. Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment. Ability to make practical and timely decisions and explain reasoning for decisions. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.
Physical Abilities
Must be able to regularly talk, hear, and operate a computer keyboard and mouse. Occasionally lift, pull/push, and carry up to 10 pounds.
Work Environment
Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.Estimated Salary: $20 to $28 per hour based on qualifications.
Arca24.com
Salary period: Annual
Position Overview The Consumer Collection Representative is responsible for the loan service process including contacting members, processing loan payments, and monitoring delinquencies. This position also assists with processing of bankruptcies and repossessions. Principal Accountabilities
Loan Service
Contact members by phone and letter to resolve their delinquent accounts, preparing adequate documentation on all collection action. Effectively monitor delinquencies to maintain an acceptable range. Maintain positive relations with members, discussing sensitive, personal financial circumstances in a straightforward and tactful manner. Negotiate acceptable payment arrangements which could include hardship deferment and debt management proposals. Obtain credit reports when needed; ensure accurate and timely processing of disputed credit reporting items. Perform skip-tracing to locate members as needed. Process loan payments, payoffs and reversals. Offer support to other team members to assist in the collection efforts. Assist in processing bankruptcy filings as they relate to existing loan files; updates to collection system and ensure that proper procedure is followed to protect the credit union's interest. Update the repossession spreadsheet to ensure proper accounting for what vehicles are assigned for repossession, pending sales, and process invoices, etc. Accountable for preventing loan losses and taking necessary steps in the pursuit of recoveries after charge off.
Miscellaneous Duties
Foster and maintain constructive relationships with members (internal and external). Provide members with outstanding service in all interactions, and look for opportunities to improve their financial well-being. Resolve processing issues and problems with professionalism, compassion and respect. Assist with projects and consulting as needed. Participate in title perfection functions as needed. Participate in disability/credit life insurance claims as needed. Perform additional duties as required by the Loan Service management or other designated individual for efficient operation of the organization. Attend meetings and training as assigned by Loan Service management.
Fundamental Expectations Standards of Conduct
Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values. Foster and maintain constructive relationships.
Compliance, Security and Disaster Recovery
Adhere to and maintain knowledge in compliance standards for the department and the organization. Adhere to security procedures and fraud controls to protect members, staff, and assets. Recommend changes to the disaster recovery plan for the department.
Procedures and Process Improvement
Maintain knowledge in and adhere to policies, procedures and established processes in order to support compliance requirements for the department and the organization overall. Recommend policy / procedural changes and process improvements to assist in the achievement of the strategic goals of the organization.
Personal Development
Dedicate time for self-development and increase job skills and knowledge. Participate and successfully complete professional training and credit union required courses.
Team Participation
Contribute to and support a positive work environment to ensure an effective, high performing and cohesive team. Actively participate and contribute to meetings.
Minimum Requirements Knowledge, Skills and Abilities
High School diploma or equivalent required. Minimum of one year consumer collections experience in a financial institution or related industry. Requires basic knowledge of laws pertaining to collections for FDCPA and Bankruptcy Code. Proficient knowledge of MS Office programs including Outlook, Word and Excel. Strong written and verbal communication skills. Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills. Ability to adapt to changes and prioritize and manage competing demands. Ability to read, analyze and interpret data and understand and communicate complex and diverse information. Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment. Ability to make practical and timely decisions and explain reasoning for decisions. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.
Physical Abilities
Must be able to regularly talk, hear, and operate a computer keyboard and mouse. Occasionally lift, pull/push, and carry up to 10 pounds.
Work Environment
Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.Estimated Salary: $20 to $28 per hour based on qualifications.
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