Collections Analyst - Hybrid

Citadel Credit Union; Exton (PA); On-site; USD 35,000 - 52,000; Full time

Job summary

Citadel Credit Union in Exton, PA seeks a Mortgage Collections Specialist to mitigate loss by contacting delinquent members and negotiating cure arrangements to bring accounts current. The role relies on telephone communication, accurate documentation, and financial analysis to resolve delinquencies while preserving member relations.

The candidate should have 6 months+ collections/banking experience and be bilingual in Spanish/English.

Qualifications

• 6 months or more of collection/banking experience.
• Mortgage collections experience preferred.
• Understanding of impact of delinquent collections on credit union growth.
• Strong oral and written communication skills.
• Effective negotiation abilities.
• Maintain confidentiality and integrity.

Responsibilities

• Contact delinquent members to arrange current payments.
• Gather financial info and propose solutions for delinquent loans.
• Analyze data to aid decisions on recovered assets.
• Decide on enforcement of offset policies for delinquents.
• Mitigate risk of loss while preserving member relations.
• Document activities accurately in collection systems.
• Maintain current member info across platforms.
• Counsel members in debt management and handle inquiries.
• Perform administrative tasks as needed.

Skills

Communication

Negotiation

Conflict resolution

Documentation accuracy

Spanish/English bilingual

Education

High School Diploma

Tools

Episys

Collection software

Job description

The Mortgage Collections Specialist is responsible for mitigating loss to the Credit Union by contacting members with delinquent loans and negative checking accounts and negotiating appropriate arrangements to cure the delinquency and return the member’s account to good standing.

The majority of the communication will be done over the telephone, Effective communication and negotiation skills are a necessity. It is important to be accurate and thorough.

Duties And Responsibilities

• Contact delinquent members to prompt and assist them in making arrangements to bring all accounts with Citadel current
• Gather and analyze financial information (including, but not limited to, income, expenses, Credit Bureau Reports) from members to propose and implement solutions for delinquent loans
• Analyze member data to assist management in making decisions regarding recovered assets (vehicles and real estate)
• Make decisions regarding enforcement of Citadel’s offset policies for delinquent member loans
• Make decisions, using collection techniques and financial analysis, that mitigate Citadel’s Risk of Loss while preserving member retention, when appropriate
• Utilize communication and conflict resolution skills to resolve disputes and craft solutions with frustrated or angry members in a calm and professional manner
• Document activities on delinquent accounts, ensuring accuracy and expediency
• Maintain current member information across all utilized platforms (Collection software, Episys Products)
• Counsel members in debt management
• Handle member disputes, complaints and inquiries
• Perform assigned administrative tasks
• Perform such other duties as may be assigned commensurate with the position

The department operates M-F from 8-6, and Sat from 9-1. The eligible candidate must be available for a minimum of two evening shifts (10:00am - 6:00pm) per week, and 2 Saturday shifts per month (hours are subject to change).

Work Experience

Qualifications and Education Requirements

• 6 months or more of collection and/or banking experience.
• Mortgage collections experience is preferred
• Demonstrate a thorough understanding of the impact that the collection of delinquent accounts has on the strength and growth of the Credit Union
• Demonstrate effective oral and written communication skills
• Demonstrate effective negotiation skills
• Maintain confidentiality, promote integrity, and support the corporate mission.
• Represent Citadel as a professional
• Bilingual "Spanish/English"

Education

• High School Education