Member Assistance Officer

ICCU; Tucson (AZ); On-site; USD 38,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

Generous paid time off

11 paid holidays

401(k) match and pension

Tuition reimbursement

Employee assistance program

Employee wellness program

Life and disability insurance

Awesome culture

Business discounts

Job summary

ICCU is seeking a Collections Associate to manage delinquent loan accounts, handle payment arrangements, and pursue compliant collection activities in a fast-paced credit union environment.

You will contact members, support incoming and outgoing calls, and document activities while ensuring adherence to regulatory requirements. Strong communication and confidentiality are essential for success in this role.

Qualifications

• Bachelor's degree preferred.
• 1–2 years collection or risk management experience preferred.
• Good written and verbal communication skills.
• Ability to maintain confidentiality of member records.

Responsibilities

• Contact members by telephone, letter, email, or in person for payment arrangements.
• Support inbound and outbound collection calls.
• Update applications and interview past due members.
• Skip trace members.
• Make recommendations regarding potential loan modifications.
• Review delinquency reports and CPI insurance.
• Identify and analyze risk of delinquent accounts to reduce loss.
• Review and recommend loss mitigation options for hardship.
• Verify account research and error corrections.
• Advise members with financial problems.
• Negotiate and implement payment plans.
• Evaluate and recommend accounts for repossession and/or charge off.
• Review Consumer Credit Counseling Service accounts and prepare for charge off.
• Answer questions regarding bankruptcy, deceased, home help, borrower assistance and repossession.
• Work early to mid-stage consumer delinquent loans.
• Document collection process accurately.
• Other support duties as assigned.

Skills

Communication skills

Typing

Confidentiality

Conflict resolution

Education

Bachelor's degree

Job description

Responsible for the control of delinquent loan accounts, overdrawn checking account, and pending past due payment reminders. Makes follow up telephone calls on delinquent accounts and maintains accurate records of member contact. Responsible for complying with local, state, and federal laws and regulations while handling collection processes such as repossession, bankruptcy, or foreclosure.

Duties and Responsibilities:

• Contact members by telephone, letter, email, or in person for payment arrangements.
• Support inbound and make outbound collection calls.
• Update applications and interview past due members.
• Skip trace members.
• Make necessary recommendations regarding potential loan modifications.
• Review delinquency reports and CPI insurance.
• Identify and analyze risk of delinquent accounts to reduce loss.
• Review and recommend loss mitigation options for members experiencing hardship.
• Verify account research and error corrections.
• Advise members with financial problems.
• Negotiate and implement payment plans.
• Evaluate and recommend accounts for repossession and/or charge off.
• Review Consumer Credit Counseling Service accounts and prepare accounts for charge off.
• Answer basic questions regarding bankruptcy, deceased, home help, borrower assistance and repossession.
• Work early to mid-stage consumer delinquent loans.
• Ability to effectively and accurately document collection process.
• Other support service duties as assigned.

Qualifications:

Bachelor's Degree preferred. One to two years collection and/or risk management experience preferred. Good written and verbal communication skills. Ability in computer typing and input. Ability to always maintain the confidentiality of Credit Union and member records. Certified in Basic knowledge of deceased members and bankruptcy processes.

Performance Standard:

Ability to deal with conflict, discuss problems and request/take payments in a professional manner. Professional in appearance, attitude, and verbal and written communications. Ability to assess risk and make sound decisions. Must be willing to comply with the Regulation (F), Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Physical Requirements:

Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.). Sit for extended periods of time. Lift 20-40 pounds of applicable supplies including copy paper, cash drawers, marketing material, etc. Repetitive motion using wrists, hands, and fingers. Reach keyboards. Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

This role offers benefits, including:

• Competitive Pay
• Generous Paid Time Off
• 11 Paid Holidays
• Matching 401K AND Pension
• Tuition Reimbursement
• Employee Assistance Program
• Employee Wellness Program
• Paid Group Life and Disability Insurance
• Awesome Culture
• Business Discounts
• And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent to the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.

Equal Opportunity Employer

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.