Collections Analyst - Hybrid

Citadel Credit Union; Exton (PA); On-site; USD 42,000 - 62,000; Full time

Job summary

Citadel Credit Union is seeking a Mortgage Collections Specialist to contact delinquent members, analyze their financial information, and negotiate arrangements to cure delinquencies and restore accounts to good standing.

The role emphasizes effective telephone communication, thorough documentation, and adherence to Citadel's collection policies, with a focus on reducing loss and maintaining member relations.

Qualifications

• 6 months or more of collection and/or banking experience.
• Mortgage collections experience is preferred.
• Effective oral and written communication skills.
• Maintain confidentiality and integrity; support corporate mission.
• Bilingual Spanish/English is a plus.

Responsibilities

• Contact delinquent members to prompt and assist them in making arrangements to bring all Citadel accounts current.
• Gather and analyze financial information (income, expenses, Credit Bureau Reports) to propose and implement solutions for delinquent loans.
• Analyze member data to assist management in decisions regarding recovered assets (vehicles and real estate).
• Make decisions regarding enforcement of Citadel's offset policies for delinquent loans.
• Use collection techniques and financial analysis to mitigate risk while preserving member retention.
• Document activities on delinquent accounts with accuracy and expediency.
• Maintain current member information across all platforms (Collection software, Episys).
• Counsel members in debt management and resolve disputes professionally.
• Handle member disputes, complaints and inquiries; perform administrative tasks.

Skills

Collection negotiations

Oral & written communication

Conflict resolution

Bilingual Spanish/English

Professional demeanor

Education

High School Education

Tools

Collection software

Episys

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)
• 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).

Qualifications and Education Requirements

Work Experience

• 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
• Maintain confidentiality, promote integrity, and support the corporate mission.

Education

• High School Education

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 loansAnalyze 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).

Qualifications and Education Requirements

Work Experience

• 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.