Digital Communications Collector

The Digital Communications Collector is responsible for the collection of delinquencies on consumer loans, student loans, and negative accounts.  An important element of this position is successfully negotiating repayment with members to resolve their delinquency in a timely manner. This position will utilize email and SMS as their primary channel for engaging members. This position will be responsible for the timely resolution of delinquent accounts to prevent further collection efforts on member accounts.

• Responsible for negotiating repayment with members who have delinquent shares/loans through various communication channels, primarily SMS and Email, establishing repayment arrangements on negative or delinquent obligations. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed.  Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (50%)
• Responsible for handling inbound calls from members and partners who are dealing with a collections related issue. (20%)
• Responsible for determining if additional collection efforts are required to cure the account. I.E. repossession recommendation, determine if the account is eligible for off-set, foreclosure, charge-off, etc. (10%)
• Determines member eligibility and authorizes loan modifications such as deferments and due date changes and recommends due date advances and workout loans to management on a case-by-case basis. (10%)
• Utilizes various skip-tracing tools to obtain actionable contact information on members with delinquent accounts. (10%)

The Digital Communications Collector will understand the applicable laws and regulations pertaining to collections and bankruptcy.

• Must have a high school diploma or equivalent or ten (10) years equivalent work experience.
• Some post-secondary education is preferred.
• Must be able to learn and apply a variety of software applications.
• A well-rounded knowledge of the Credit Union’s collection philosophy and how that applies to treatment of members.
• Communicates effectively and has strong written and verbal communication skills
• Works well independently but possesses strong interpersonal skills to collaborate effectively with others.