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Form of workJob Title: Senior Collector
Reports To: Manager, Collections
Positions Supervised: N/A
FLSA Status: Non-Exempt
Job Summary
The Senior Collector is responsible for assisting in the administration of collection activity while focusing on collection of the real estate portfolio, specialty queues, and department operations. This position actively promotes a production-oriented atmosphere while providing quality member service. Hybrid/STL work schedule with remote capabilities and specific times needed to be in office
Job Responsibilities
The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.
- Regularly performs the duty of a collector with primary focus on real estate delinquency including meeting all performance targets established by making individual collection efforts on accounts.
- Assists in foreclosure process when delinquent situations require such action.
- Confers with members by telephone in attempt to determine reason for overdue payment and takes appropriate actions to resolve the account.
- Counsel’s members concerning their financial obligations, advises of options, and solicits agreement of payments.
- Educates members by demonstrating high-level of knowledge and understanding regarding the features and benefits of Credit Union products and services.
- Coaches, develops, and trains team members promoting an ongoing learning environment.
- Responds to member inquiries, receives payments, and posts amount paid to member account(s).
- Works with specialty queues which may include active repossession, mature value plus, total loss, etc.
- Collaborates with collectors to de-escalate member communications.
- Promotes a positive relationship between the members, team members, and the Credit Union.
- Receives, researches, and replies to internal and external calls and e-mails regarding problems or questions related to collections.
Required Qualifications
An equivalent combination of education, training, and experience will be considered.
- High school degree or equivalency
- Minimum of 3 years of relevant experience, to include collection preparatory experience.
Knowledge, Skills, and Abilities (KSA’s)
A representation of the knowledge, skills, and abilities necessary to perform this job competently.
- Knowledgeable in required collection activities and timelines for all real estate loan types including Fannie Mae, Federal Home Loan Bank, and any third-party participation loans.
- Demonstrates judgment and discretion within the framework of all applicable regulations and policies.
- Strong strategic, analytical, and critical thinking skills.
- Strong problem-solving skills.
- Strong negotiation skills with willingness to work with a sense of urgency.
- Knowledge of regulatory requirements including Consumer Financial Protection Bureau (CFPB), Fair Debt Collection Practices Act (FDCPA), and Fair Credit Reporting Act (FCRA).
Work Environment
Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
- Hybrid work schedule with remote capabilities and specific times needed to be in office.
- General office environment.
Physical Abilities
The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work at a computer in a stationary manner up to 8 hours daily.
- Ability to bend, sit, and stand to perform primarily sedentary work with limited physical exertion.
- Ability to occasionally lift to 10 lbs.
- Ability to operate routine office equipment including computer terminals and keyboards, telephones, copiers, and calculators.
Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.
