Retail Collection Services Representative III

Technology Credit Union; San Jose (CA); On-site; USD 72,000 - 98,000; Full time

Benefits offered by this job

Health Coverage

401(k) with company match

Paid Holidays

Paid Time Off

Flexible Spending Accounts

Job summary

Technology Credit Union is seeking a Retail Collection Services Representative III in San Jose, CA. The role handles delinquent retail loans, mortgages, and REO assets, overseeing foreclosures and default servicing while ensuring compliance with Fannie Mae/Freddie Mac guidelines and FCRA.

The position requires 7+ years in collections, strong communication, and the ability to work across complex processes. Office-based with potential remote aspects as needed, offers a robust benefits package and

Qualifications

• High School diploma or equivalent required.
• 7+ years in collections, including delinquent real estate loans.
• Knowledge of foreclosure, bankruptcy, and collection laws.
• Strong written and verbal communication; detail oriented.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage assigned collection queue and meet department goals.
• Conduct compliant collection calls and document in system.
• Review hardship analyses and recommend workout solutions.
• Monitor foreclosure and regulatory guidelines (CA and federal).
• Research credit report disputes under FCRA.
• Coordinate foreclosure process and REO management.
• Assist junior staff and support management decisions.
• Prepare and distribute CLAC meeting minutes.
• Uphold Tech CU policies and confidentiality.

Skills

PC skills (Word/Outlook/Excel)

Knowledge of collection laws

Interpersonal skills

Organized

Multi-priority management

Education

High School diploma or equivalent

Tools

RDI

FDI

SWBC

PACER

Job description

Position Summary

The Retail Collection Services Representative III is responsible for the resolution of delinquent retail loans, mortgages and home equity real estate loans from initial delinquency through liquidation. This position will oversee the foreclosure process for regulatory compliance as well as manage the default servicing, collection and liquidation of all portfolio, investor loans, and home equity loan participations. The Representative will assist in the resolution of troubled debt restructuring or foreclosure alternatives including negotiation of short sale transactions, deeds in lieu or identification of possible modification options. Finally, the Representative Ill is knowledgeable and participates in the execution all responsibilities of the junior positions in this department as needed.

Responsibilities

Essential Duties

• Responsible for management and control of assigned collection queue(s) and views. Ensures goals assigned for the individual collection queue(s) as well as departmental goals are achieved on a consistent basis.
• Ensures collection calls are conducted and documented in a respectful and professional manner and in full compliance with the Technology Credit Union's (TCU) standards, policies and procedures. Effectively discusses foreclosure alternatives with the members.
• Performs initial eligibility review and hardship analysis of the borrower's financial situation for recommendation of appropriate workout solutions.
• Monitors and applies California and federal foreclosure, anti-deficiency, and collection laws, including CA Assembly Bill (AB) 130, as well as applicable state and federal regulatory guidelines. Ensures legal documentation is accurate, complete, and maintained in compliance with requirements.
• Reviews, interprets, and implements investor and insurer procedural and policy changes to maintain compliance with Fannie Mae and Freddie Mac default servicing guidelines.
• Responsible for researching and responding to credit report disputes, ensures compliance with Fair Credit Reporting Act (FCRA).
• Completes property research and risk assessment (including recourse and bankruptcy analysis) and recommends delinquent real estate loans for foreclosure proceedings, specific reserves and/or charge-off.
• With management, coordinates foreclosure process including required due diligence, SCRA compliance, NOD recording, substation of trustee processing, authorization to publish, notice of sale approval and foreclosure bid instructions.
• Communicates with all parties of a 1st and/or 2nd mortgage short sale transaction to ensure regulatory compliance and a net result in the best interests of the Credit Union. Provides written analysis and recommendations to management for review and approval.
• Assists with management of real estate owned (REO) properties, ensures properties are maintained and manages relationships with outside vendor for REO process.
• Coordinates the closing process of all REO sales, follows up on removal of contingencies and coordinates with escrow to ensure property closes in a timely manner in accordance with contract terms.
• Maintains knowledge of bankruptcy procedure, including but not limited to Proof of Claims and Reaffirmations, and serves as back-up for bankruptcy processing as needed.
• Successfully utilizes collection framework and core systems to document all collection efforts on accounts. Maintains accurate collection statuses on internal and related vendor systems (RDI, FDI, SWBC, PACER) for seamless processing of account related services.
• Assist within-house post charge-off collection accounts, recommends settlements or repayment plans when appropriate.
• Present various reports at Credit Loss Allowance Committee (CLAC) meetings as well as takes, transcribes and circulates for approval, CLAC Meeting Minutes.
• Maintains awareness of departmental workflow and priorities and assists coworkers with escalations and complex collection issues as needed.
• Provides support to junior positions when management is not available, including review of repossession recommendations and legal notices for approval.
• Supports and promotes service standards and values of Technology Credit Union.
• Assists in the research and implementation of departmental projects and initiatives, supports management decisions, implements directives as required, and performs other duties as assigned.
• Takes responsibility for individual career development/training and seeks opportunities to learn new skills.

Work Schedule

• Full-time; typically 40+ hours/week
• Flexible within core business hours, Pacific Time, M-F
• Occasional extended early morning or late evening hours, and weekends, typically with advance notice

Workplace Essentials

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate and Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Qualifications

Education: High School diploma and/or equivalent work experience is required.

Experience: 7+ years' increasing experience in collections, including delinquent real estate loan collections, complex default issues, repossessions, federal bankruptcy law and FCRA and FDCPA adherence, in a credit union or other financial institution.

Knowledge/Skills/Abilities:

• Solid PC skills and proficient in Word, Outlook, and Excel.
• Solid knowledge of current collection laws and regulations
• Excellent interpersonal skills and the ability to communicate adverse actions in a tactful and diplomatic manner.
• Well organized, detail oriented, with solid written/verbal communications skills.
• Demonstrated ability to handle multiple priorities in a fast-paced environment.

Licensing/Certifications: None required.

Travel: May be required to occasionally attend offsite training, meetings or events, typically with advance notice. Overnight travel unlikely.

Typical Working Conditions: Office environment with interaction with a variety of internal and external parties. May work remotely as determined by business need and individual performance.

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements: This position requires:

• Speaking and listening to interact with internal and external parties in person or via phone.
• Reading a computer screen and performing keyboarding tasks for up to 90% of the day.
• Sitting at desk and/or conference table for extended periods of time.
• Mobility to attend meetings within office building and offsite.

EQUAL EMPLOYMENT OPPORTUNITY

Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Pay and Benefits

• Position Grade: 104
• Salary Range: minimum-$72,000, midpoint-$85,000, maximum-$98,000
• Work Location: The salary range listed is based on working in San Jose, CA. If you work remotely, your salary will be adjusted based on your geographic location.
• Typical Starting Pay: Most new hires start between the minimum and midpoint of the range (adjusted for work location if applicable), based on experience and qualifications.
• Bonus Potential: Target 7% of base salary based on company and individual performance

Tech CU is a pay-for-performance organization. We benchmark base pay to the 50th percentile of our market and offer incentive-based compensation tied to individual and company goals.

Tech CU offers a comprehensive benefits package, including:

• Health Coverage: Medical, dental, and vision plans
• Income Protection: Life and disability insurance
• Retirement: 401(k) plan with company match
• Paid Holidays: 12 days annually
• Paid Time Off (PTO):
  • Accrues at 5.54 hours per bi-weekly paycheck (approximately 18 days per year)
  • Increases with length of service
• Voluntary Time Off (VTO):
  • 8 hours annually for full-time employees to support charitable organizations
• Additional Benefits:
  • Flexible Spending Accounts
  • Employee-paid voluntary benefits
  • Leaves of absence in compliance with state and federal regulations