Collections Specialist II

Civic Federal Credit Union; Raleigh (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Civic Federal Credit Union is seeking a Collections Specialist II in Raleigh, NC to proactively manage delinquent accounts and work with members to resolve payment issues. You will support the Default Management team with calls for repossessions and other escalated matters, and help develop repayment solutions to bring accounts current.

Responsibilities include contacting members, creating repayment plans, documenting actions, and ensuring compliance with applicable laws and Credit Union

Qualifications

• 1–3 years experience in consumer loan collections.
• Understanding of accounting principles and financial statements.
• Experience analyzing tax returns, personal financial statements and credit bureau reports.
• Knowledge of credit procedures, regulations and bankruptcy/consumer law.
• Strong interpersonal skills and ability to work in a team.
• Must be able to work onsite at Credit Union headquarters 2–3 days per week.
• Ability to lift 25 lbs and use standard office equipment.
• Some travel may be required.

Responsibilities

• Contact members in default by phone, email, and text.
• Provide primary support for delinquency and loss management calls.
• Develop repayment plans or loan modifications with members.
• Document all interactions and actions in the collections system.
• Review delinquency trends and support cross-team loss prevention efforts.
• Ensure compliance with federal/state regulations and Credit Union policies.

Skills

Collections experience

Accounting principles

Credit reports knowledge

Interpersonal skills

Onsite work experience

Job description

JOB TYPE

Full-time

DESCRIPTION

Collections Specialist II is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.

NORMAL DAY-TO-DAY WORK

• Contact Credit Union Members regarding loans in default via phone, email, and text message.
• Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals, including by not limited to assisting the Default Management team by providing primary phone support for repossessions and other escalated collections matters.
• Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency.
• Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
• Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future. Provide members with information on financial education resources and tools to help them manage their finances and avoid future delinquencies.
• Establish proficiency in all current and future software systems utilized by the Loss Mitigation team. Including, but not limited to, our core operating system, collections software, payment portals, and document retention software.
• Accurately document all member interactions, payment agreements, and actions plans in the core collection system.
• Maintain sufficient call volume and quality standards in like with established positions Key Performance Index goals.
• Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
• Assist Loss Mitigation management with reviewing reports on delinquency trends, member interactions, and recovery efforts.
• Maintain knowledge of Default Management practices and procedures to best aid in cross-team communication.
• Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.
• Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

• Here are a few skills you MUST have to be qualified for this position.
• Minimum 1-3 years experience in consumer loan product collections.
• Must have an understanding of accounting principles and business financial statements and tax returns.
• Must be knowledgeable in the process of analyzing personal tax returns, personal financial statements, and credit bureau reports.
• Experience with credit procedures, policies, regulations and laws, in addition to knowledge of bankruptcy and consumer law.
• Strong interpersonal skills with ability to work in a team environment.
• Must be able to work onsite at Credit Union administrative headquarters at a minimum of 2-3 days per week.
• Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
• Ability to lift a minimum of 25 lbs. (file boxes, computer).
• Travel required on occasion.

LIKED QUALITIES

• Prefer a minimum of 1-3 years of Credit Union consumer credit experience.
• Knowledge of loan structuring and work-out solutions in desirable

CIVIC CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

[e-mail]