Account Recovery Specialist (Collections)

Copper State Credit Union; Phoenix (AZ); On-site; USD 42,000 - 55,000; Full time

Job summary

Copper State Credit Union is seeking an Account Recovery Specialist to join our Phoenix team. You will minimize delinquencies and work with members to negotiate timely payments while following policy.

This role requires excellent communication, skip tracing, documentation, and the ability to handle multiple accounts under deadlines, with a service-first mindset. We value collaboration, a not-for-profit approach, and long-term relationships with members and employees alike.

Qualifications

• Professional interpersonal skills to service members and project a positive image.
• Excellent interviewing and listening skills to assess member needs and promote products.
• Ability to communicate over the phone for complaint resolution and disputes.
• Judgment to solve day-to-day problems within established guidelines.
• Education equivalent to a four-year high school education or GED; some college preferred.
• General knowledge of collection laws and regulations.
• Knowledge of Word, Excel, Outlook; familiarity with bank systems; DNA/Symitar preferred.
• Bilingual in Spanish preferred.
• Understanding of credit union products, BSA, USA Patriot Act and related regulations.
• Ability to manage multiple deadlines and priorities in a dynamic environment.

Responsibilities

• Minimize delinquency and loan losses while achieving goals.
• Offer solutions based on member needs to arrange payments.
• Document collections activity with details for follow-up.
• Work delinquent accounts daily to obtain payment promises.
• Conduct skip tracing using credit bureaus and online tools.
• Handle collections on bankruptcy, repossessions, charge-offs and related cases.
• Process claims for credit life, disability insurance, Debt Cancellation Protection, and CPI on collateral.
• Review right of offsets and assist with bankruptcy statuses as per rules.

Skills

Tech-savvy

Results-driven

Service-oriented

Initiative

Quality-minded

Flexible

Education

GED or high school diploma

Tools

MS Office (Word, Excel, Outlook)

Fiserv DNA

Jack Henry Symitar

Job description

Description

Are you looking for an opportunity to let your skills shine? Come join the team at Copper State Credit Union! We aren't so small that growth opportunities are scarce and we aren't so big that you'll get lost in the shuffle. With only 140 employees, we are able to offer similar products and services as our larger competitors, but on a more personalized scale, both with our members and our employees. This approach provides our employees the opportunity to get involved in the organization in a way they may not be able to, in the corporate world. At Copper State Credit Union, we value the contributions of our employees and actively look for ways to be collaborative, within all levels of the organization. Here, you will have the opportunity to roll up your shirtsleeves, put your unique skills to work, and have a voice in developing your role from the ground up.

As an Account Recovery Specialist you will:

• Strive to minimize delinquency and loan losses and achieve goals set for the credit union.
• Provide assistance by offering solutions based on member’s individual needs with the goal of negotiating immediate payments and/or promises to pay with specified payment dates and amounts. Identify sources of money to assist members with payment options based on individual circumstances.
• Accurately and professionally document collection systems with details of current contacts and subsequent results for follow up.
• Work various assigned delinquent accounts on a daily basis to obtain promise to pay including, but not limited to, credit cards, negative shares, and loans.
• Conduct effective skip tracing efforts by utilizing techniques such as credit bureau, origination systems, internet, and skip tracing sites to locate information.
• Responsible for collection activities on delinquent loans or other loans that pose a collection problem (e.g. bankruptcy, repossessions, charge-offs, overdraft protection accounts).
• Process claims for credit life and disability insurance, Debt Cancellation Protection, and CPI claims on collateral.
• Review reports and assess accounts subject to right of offset.
• Assists with handling accounts in bankruptcy status within the limits set by the Bankruptcy Reform Act and ensure credit union standards are met.

To be successful in this role, you will need the following competencies:

Technologically Astute - Demonstrate the ability to use technology to effectively and efficiently perform job functions.

Results Orientation - Keenly aware of personal, team, departmental and credit union wide goals and be able to prioritize and collaborate with others to achieve success.

A Service Focus - Demonstrate an unsurpassed commitment to exceptional member service. Build constructive working relationships characterized by cooperation, collaboration, and mutual respect. Personify CSCU's role as a Trusted Advisor.

Initiative - Motivated self-starter who measures self against standards of excellence. Display energy and enthusiasm in approaching the job. Wants to get in on the ground floor and create something from scratch. A bit of an entrepreneurial spirit goes a long way in our environment.

Eye for Quality - Take responsibility for providing timely and accurate information, responses and decisions to internal and external members. Willingly accepts and embraces constructive coaching and feedback as needed.

Flexibility - The ability to excel in a high stress environment, adapt to changing business needs and work priorities needs is a must. Develop fresh ideas that provide solutions to all types of workplace challenges.

Company Overview

Join a winning team and a dedicated Credit Union! We have been offering quality financial service to members and their families since 1951. As a credit union, we are a not-for-profit financial cooperative, which means we operate to serve our member-owners. This makes us quite different from other financial institutions. Since 1951, we have focused on building lifetime relationships by continually expanding our products and services while emphasizing financial security, quality, and convenience in an environment that values and respects members, employees, and business partners.

Requirements

• Professional well developed interpersonal skills essential for servicing credit union members and projecting a positive image as representative for the credit union. Approaches others in a tactful manner, reacts well under pressure, accepts responsibility for own actions, and follows through on commitments.
• Requires excellent interviewing and interpersonal skills, ability to listen to members’ needs and promote appropriate credit union products and services.
• Ability to communicate over the phone including complaint resolution, settling disputes, resolving grievances and conflicts, and otherwise negotiating with others.
• Requires judgment to solve day-to-day problems but usually within established guidelines.
• Requires education equivalent to a four-year high school education or general education degree (GED). Some post-secondary education preferred.
• General knowledge of collection laws and regulations.
• Requires knowledge of single PC applications (Word, Excel, MS Outlook) and various bank systems including collections platforms. Knowledge of Fiserv DNA or Jack Henry Symitar is preferred.
• Bilingual in Spanish preferred.
• Working knowledge of credit union products and services, policies, Bank Secrecy Act, USA Patriot Act, and other laws and regulations that apply to credit unions required.
• Ability to manage multiple deadlines while remaining timely with obligations. Must be able to multi task, adapt well to changing priorities and effectively prioritize workflow to meet critical deadlines.