Collections Specialist (Hybrid)

Purpose & Core Values

The primary purpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values.

Position Summary

The Member Solutions Specialist is responsible for keeping delinquency and loan losses to a minimum amongst all lending products offered by the credit union.

Core Competencies

• Core Values:
• Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.
• Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.
• Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.
• United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.
• Adaptability/Initiative: Adjusts quickly and effectively to changing conditions and demands, views change as a necessary and inevitable aspect of organizational life as well as an opportunity to learn new things. Is able to take on a variety of different tasks and roles in the organization. Can move in a relatively seamless manner from one task or focus to another and can fill in for other team members when they are absent or are experiencing work overload. Looks for new and productive ways to make an impact/value to the organization and/or team. Demonstrates a positive attitude when faced with organizational change and generates constructive feedback for continuous improvement. Demonstrates a professional demeanor.

Position Competencies

1. Member Service Skills: Manages member accounts in a manner that ensures that member needs are understood and met. Provides timely and professional service to both internal and external members; is responsible to member needs and request; is always courteous to the member and considers the needs of the member when making decisions. a. Applies a 'member-centric' approach by using the Member Action Plan in order to uncover opportunities to improve our members’ financial lives by saving them money, making them money, or making their banking easier and more convenient. b. Utilizes and recommends available resource departments to members that best fit their needs, such as Business, Investment, or Mortgage Services. c. Effectively assists members and staff in solving accounts related issues by listening, collecting data, securing answers, and reporting results.

2. Communication: Communicates effectively and appropriately. Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished. Speaks in a clear and credible manner, selecting the right tone for the situation and audience. Listens to others and allows them to make their point.

3. Role Mastery of Essential Duties: Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties:

• Initiate collection procedures and facilitate payment arrangements for members with 6 to 60 day delinquent loans and past due accounts to reduce the risk of bad debt expense and to prevent further delinquency.
• Assist staff and members with delinquent loan related requests to ensure they are processed accurately and efficiently.
• Produce, provide, and continually update documentation of all collection efforts to ensure collection attempts are accurately tracked.
• Offer loan extensions or loan work-outs for members in order to minimize delinquency and potential losses.
• Provide budget counseling to assist in improving the financial lives of our members.
• Produce, provide, and continually update evaluation documentation on delinquent loans to ensure recommendations are in the best interest of the credit union.
• Create reports and treads that reflect loan delinquency to determine and track possible trends.

Job Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability necessary for this position.

Remote Work Eligibility

This position is fully eligible for a Hybrid Work Arrangement

Reasonable Accommodations

The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment.

Education

Equivalent to a High School diploma

Experience

Six months to two years of collection and/or lending experience preferred.

Skills & Abilities

Knowledge of financial industry

Familiarity with related laws and regulations

Excellent communication, telephone, and public relations skills

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Hybrid work

Application Question(s):

• Will you now, or in the future require Community Choice Credit Union to commence (sponsor) an immigration case in order to employ you (for example, H-1B or other employment-based immigration case)?

Education:

• High school or equivalent (Preferred)

Experience:

• collection and/or lending: 2 years (Preferred)
• financial industry: 2 years (Preferred)

Work Location: Hybrid remote in Farmington Hills, MI 48334