Collections Representative

TBA Credit Union; Traverse City (MI); Hybrid; USD 35,000 - 55,000; Full time

Job summary

TBA Credit Union in Traverse City, MI, seeks a collections professional to analyze delinquent and overdrawn accounts, minimize losses, and provide prompt, accurate financial data while maintaining security.

You will respond to inquiries, communicate with members, and apply knowledge of laws and internal policies to recommend sound financial solutions that support members' financial well‑being.

Qualifications

• High school diploma or equivalent is required.
• 1–2 years collections and/or lending experience preferred.
• Proficiency with Windows OS and Microsoft Office Suite is expected.
• Able to maintain confidentiality and handle sensitive information.

Responsibilities

• Track pending and approved loan modifications and status changes.
• Communicate with members about past due and overdrawn accounts.
• Determine causes of delinquency and establish action plans.
• Assist with repossession, foreclosure, and collateral disposition when needed.
• Maintain detailed records of collection activity and communications.
• Provide financial counseling and recommend solutions to members.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Bonded / background check

Education

High school diploma or equivalent

1-2 years collections experience

1-2 years lending experience

Proficient in Windows OS & Office 365

Tools

Windows OS

Microsoft Office / Office 365

Job description

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.

Responsible to analyze delinquent and overdrawn accounts, minimizing financial loss to the credit union by establishing appropriate courses of action.

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

• I will provide an immediate and friendly greeting.
• I will service you with a smile.
• I will address you by name.
• I will give you my full attention.
• I will make recommendations to improve your financial well-being.
• I will treat you with courtesy and respect.
• I will thank you for your business.
• I will respond to messages before the end of the day.

ESSENTIAL FUNCTIONS

• Respond to internal and external collections related questions received thru all communication channels.
• Monitor delinquent accounts, generating appropriate report to determine corrective actions.
• Prepare documentation related to legal proceedings and other scenarios on behalf of the credit union.
• Answer and resolve inquiries courteously and promptly by providing accurate and timely information.
• Build positive relationships with members by assessing needs and recommending appropriate financial solutions.
• Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Maintain comprehensive knowledge of credit union products, services, policies, and standards as well as all applicable federal and state laws and regulations.
• Maintain current knowledge of Fair Debt Collections Practices Act, Bankruptcy Laws (Chapter 7, 11, and 13), and the credit union’s BSA/AML program.
• Assist other departments with collection efforts of needed items such as commercial loan documents, collateral lien placement(s), insurance tracking or other as needed.
• Assist with collateral protection insurance (CPI) tracking systems and processes and member service.

DUTIES & RESPONSIBILITIES

The following statements are intended to describe the general nature and level of work being performed by the position. It is not intended to be exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Track pending and approved loan modifications, status changes or other collection updates using credit union’s data processing system.
• Communicate with members via phone, in writing or in person regarding past due and/or overdrawn accounts.
• Determine the cause and severity of delinquent and/or overdrawn status, establishing necessary courses of action to reduce financial loss.
• Participate as needed in repossession and foreclosure actions, assisting with maintenance and legal disposition of collateral while in the credit union’s possession.
• Recommend and implement appropriate action for accounts deemed uncollectable.
• Maintain detailed records of delinquent member financial status, recording all communications and collection activity.
• Monitor paid ahead loans and maintenance accounts as needed.
• Follow up on past due loans, credit cards and overdrawn accounts, making reasonable arrangements for partial and full payments.
• Provide members with account status including balances and loan payoffs.
• Provide or send delinquent notices and form letters in support of the credit union’s collection efforts.
• Prepare bankruptcy packages for credit union attorney.
• Monitor past charged off loans and re-file judgments, tax writs, garnishments or other legal proceedings as deemed necessary and appropriate.
• Participate in training, seminars, and workshops to improve collection skills.
• Scan documents using credit union’s electronic filing system.
• Provide and/or recommend financial counseling to members in the wise use of credit.

QUALIFICATIONS & EXPECTATIONS

To perform the job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the expectations of the person preforming this job.

• Ability to self-manage workload to meet deadlines and goals with flexibility, and determination to handle deadlines and a wide variety of duties each day.
• Be a problem solver. Gather and evaluate information to make suggestions that are in the best interest of the credit union, members, and team members.
• Ability to work autonomously and as part of a team.
• Ability to assess difficult situations and remain calm under pressure.
• Ability to take initiative in recommending/making changes to improve efficiencies.
• Exemplify service focused behavior with a strong commitment to excellence.
• Make recommendations concerning changes to department policies and procedures.
• Self-motivated and willingness to learn new technology and applications.
• Ability to be bonded.
• Ability to clear credit and criminal history background check.
• Comply with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.

PHYSICAL REQUIRMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to sit or stand for 2-4 hours at a time

WORK ENVIRONMENT

• Remote work environment, after successfully completing position training.
• Must maintain a neat and orderly work area.
• Protect the confidentiality of credit union employees and members be locking or removing items from desk/workstation when away.

EDUCATION & EXPERIENCE

• High school diploma or equivalent, required.
• One to two years collections and or lending experience, preferred.
• Sound understanding of math applications.
• Possess excellent listening, clear verbal and professional written communication skills and teamwork skills.
• Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite.

INTENT AND FUNCTION OF POSITION DESCRIPTIONS

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.