TheLoss Mitigation Representative is responsible for maintaining a lower stage delinquency queue to ensure the best possible outcome for both the member and the credit union. This position may also assist with higher stage delinquencies and repossessions when necessary.Principal AccountabilitiesDelinquencies
- Contact members by phone and letter to resolve delinquent accounts while adequately documenting on all collection activity.
- Effectively monitor delinquencies to maintain an acceptable range of delinquent accounts in an assigned collection queues.
- Maintain the required average of outbound calls daily.
- Receive a high volume of inbound calls from members and frontline staff via hunt line and assist them accordingly.
- Maintain positive relations with members, discussing sensitive, personal financial circumstances in a straightforward and tactful manner. Negotiate acceptable payment arrangements which could include payment deferments and/or a referral to Financial Relief Solutions.
- Process skip payments, hardship requests and reversals.
- Obtain and interpret credit reports when needed.
- Perform skip-tracing to locate members as needed.
- Process loan payments including transfers and phone transactions.
- Offer support to other team members to assist in the collection efforts.
- Prevent escalation to higher stage delinquency where possible.
- Identify unresponsive members or those unwilling and/or unable to pay and submit repossession and charge off recommendations to the Special Assets team.
- Foster and maintain constructive relationships with members both internal and external.
- Provide members with outstanding service in all interactions.
- Identify members and make recommendations to those who may benefit from other products or services the credit union offers.
- Resolve processing issues and problems with professionalism, compassion and respect.
- Assist with projects and consulting as needed.
- Perform additional duties as required for efficient operation of the organization. This includes the possibility of being assigned temporarily to other locations/departments.
- Attend meetings and training as requested.
- May assist with some repossession or asset recovery functions.
QualificationsKnowledge, Skills and Abilities
- High School diploma or equivalent required.
- Minimum of one year financial institution experience including teller, new accounts or lending is required. Previous consumer collections experience is preferred.
- Basic knowledge of laws pertaining to collections for FDCPA and Bankruptcy Code is preferred.
- Proficient knowledge of MS Office programs including Outlook, Word and Excel.
- Strong written and verbal communication skills.
- Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills.
- Ability to maintain composure in escalated or difficult situations.
- Ability to adapt to changes and prioritize and manage competing demands.
- Ability to read, analyze and interpret data and understand and communicate complex and diverse information.
- Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment.
- Ability to make practical and timely decisions and explain reasoning for decisions.
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.
- Must be able to regularly talk, hear, and operate a computer keyboard and mouse.
- Occasionally lift, pull/push, and carry up to 10 pounds.
- Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
- Exposure to high-stress, fast-paced, deadline-oriented environment.
Please review our website for more information atwww.stcu.org/careers.