Collections Fulfillment Officer

Under the general supervision of the VP Collections, the Collections Fulfillment Officer is responsible for performing a wide variety of member Collections duties.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Researches and analyzes data on past due loan accounts, non-sufficient return items, negative share balances and claims of fraudulent account activity.
  
• Contacts members via telephone, letter and email to determine reason for delinquency.
• Handles inbound calls from Member Service Officers and other branch employees for access to accounts and provides support for delinquent member interactions.
• Negotiates and establishes repayment with members or recommends extensions of credit.
• Uses skip tracing to locate members or property.
• Evaluates payments made on delinquent accounts and determines how payment will be applied.
• Responds to members’ inquiries and requests and assists in completing forms and documents.
• Resolves member problems and/or complaints.
• Researches account loan transactions to resolve payment errors.
• Assists members in viewing Credit Union repossessions at various locations.
• Performs duties relating to death claims on loans.
• Tracks collateral protection insurance ensuring member has complied with Credit Union requirements.
• Tracks claims filed for credit disability and credit life insurance ensuring timely payment or payoffs for loan(s).
• Researches and resolves credit-reporting disputes.
• Processes and completes applications for Hardship deferment, skip-a-pays, modification or re-ages by gathering documentation from members and presenting completed requirements to management.
• Processes and sends all types of collection letters and communications to delinquent members.
• Performs file maintenance and completes adjustments that are required on accounts including but not limited to recasting of loans due to return payments, changes of address and members’ sensitive information, updating accounts with automatic ACH requests and adjusting due dates as necessary.
• Regularly attends and participates in in-house training.
• Performs duties as assigned by management and may be assigned to work at any location.

Education and Experience

High School diploma or equivalent.

Six months to one-year experience in collections or related area.

None.

Credit Union products, services, programs and promotions.

Experience with computer systems and software.

Performs duties accurately and efficiently, even with frequent interruptions.

Operates a variety of office equipment and machines.

Travels, attends, and participates in meetings, seminars, and conferences held before and after normal business hours that may require unaccompanied long-distance travel and overnight lodging.

Ability to work a variety of hours, including evenings and weekends.

AFFIRMATIVE ACTION/EEO STATEMENT:

It is the policy of CoastHills to provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. CoastHills conforms to the spirit as well as to the letter of all applicable laws and regulations. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by CoastHills where appropriate.