Member Account Specialist (Collections)

Houston Federal Credit Union; Sugar Land (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

Houston Federal Credit Union in Sugar Land, TX, is seeking a Member Account Specialist to manage delinquent loan accounts. You will contact members to bring accounts current, analyze financial situations, and prepare necessary reports.

The ideal candidate has 1-3 years of experience in collections or customer service, and a high school education/GED. Proficiency in English and Spanish is preferred. This full-time position offers a work schedule from 9:00 AM to 6:00 PM, Monday to Friday, with rotating Saturdays.

Qualifications

• One to three years of similar or related experience required.
• Experience in customer service or collections preferred.

Responsibilities

• Contact delinquent and negative balance accounts by phone and mail.
• Analyze financial situations of borrowers and recommend collateral repossession.
• Document all contacts with detailed notes and reports.

Skills

Communication in Spanish

Communication in English

Negotiation

Analytical skills

Education

High school education or GED

Job description

Member Account Specialist

Location: Sugar Land, TX 77479 (16320 Kensington Drive). Employment: Full Time (9:00am‑6:00pm Monday‑Friday; rotating Saturday 9:00‑2:00). Houston Federal Credit Union.

Role

To preserve the credit union's assets by controlling delinquent loan accounts, collecting delinquent loan payments and/or recovering collateral and minimizing losses on negative deposit accounts.

Essential Functions

• Contact delinquent and negative balance accounts by phone and mail; take appropriate action to bring accounts current.
• Analyze the financial situation of delinquent borrowers and recommend repossession of collateral when necessary.
• Document all contacts with detailed notes and reports on collections activity.
• Prepare reports as assigned and provide accurate reporting on deadlines.
• Testify at legal proceedings as required.
• Inform management of trends in loan underwriting that contribute to delinquent/charged‑off loans.
• Perform other duties as assigned.

Performance Measurements

• Ensure timely contact of members with delinquent loans to inquire about repayment intent.
• Ensure timely contact of members with negative balance accounts to bring them positive.
• Maintain accurate, detailed and complete records of all collection and recovery activity.
• Ensure collection activity complies with credit union policy, BSA, OFAC and other regulations.
• Enter concise professional memos in the collections system for each contact or attempt.
• Prepare reports accurately meeting established deadlines.
• Provide professional assistance and support to members and associates, troubleshoot and resolve inquiries in a timely, friendly and accurate manner.
• Maintain a professional work environment and businesslike appearance.
• Maintain a dependable record of attendance and timeliness.

Knowledge and Skills

Experience: One to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Work involves extensive personal contact and requires confidentiality, discretion, diplomacy and tact in communication.

Preferred Qualifications

• Ability to communicate in Spanish and English.

Core Values

• Integrity, Honesty & Respect
• Passion, Commitment & Enthusiasm
• Seek Excellence in All We Do
• Work Hard and Have Fun
• Friendly Service and Superior Value