AddressAssists Security Service FCU members via telephone, e-mail or in person interactions including but not limited to; auction inquiries, repo redemptions, impound inquiries, dealership cancellations and third party repossession agents. Follows all applicable procedures, guidelines and regulations; maintaining a service level that meets the established expectations. Serves as the primary touch-point for member escalations and handles issues in a thorough and professional manner. The Officer is accountable for advanced skip tracing utilizing the available skip tracing tools, to locate and contact members.
Works with members to negotiates fees to cure their loans, or negotiate the return of their vehicle. Accountable for the 10 day letter process which ensures all legal letters are sent out in a timely manner to expedite the sale of all collateral. Responsible for the dealer cancellation program utilized to help reduce charge off. Ability to handle more complex cases and manages performance within all established Asset Recovery policies, procedures, and guidelines.
Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values. Requirements: High school diploma or equivalent. Minimum of two (2) years in a collections environment or recovery experience. Extensive knowledge, background and training in FCRA, TCPA, CFPB, NCUA, FDCPA, and compliance.
Understanding of monetary transactions, general ledger entries and loan account balancing. Understanding of general mortgage, bankruptcy provisions, legal requirements and compliance. A high level of interpersonal skills including professional level verbal and written communication skills. Strong time management and tasks prioritization skills.
Good organizational skills and attention to detail are essential. Excellent problem solving and negotiation skills. Knowledge of Microsoft Word and Excel.
