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Senior Collection Officer

1 month ago

Concord, United States Pacific Service Credit Union Full time
Job DescriptionJob Description

Working for Pacific Service Credit Union

We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

What’s in it for you?

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.

401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.

Bonus program: All employees are rewarded for attaining our annual organizational goals.

Tuition Reimbursement program for employees eligible after six months of service.

Recognition program where employees can be nominated by management, their peers or by members.

Employee referral bonus.

Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.

Employees are eligible to receive a consumer loan rate discount.

Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

Apply: Submit your resume for one of our job openings.

Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.

In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process


Position Summary:

Under general supervision the Senior Collection Officer is responsible for the collection of past due loan accounts and negative balance share accounts. Assist with repossessions from assignment to sale. Process and monitor GAP claims from internal and external sources. Assist with Debt Protection claims as needed. Process direct and indirect FCRA credit disputes. Assist with processing of legal documents including Summons and Complaints, documents to obtain judgment and execute post judgement remedies when needed. Work with vendors and external attorneys in collection and bankruptcy matters.

Essential Functions:
  • Collect assigned delinquent loan accounts and active charge-off accounts of all types, including negative balance share accounts by all forms of communications the department utilizes according to credit union policy and procedures.
  • Make recommendation of extensions, repossessions, legal suits, or foreclosures, to include preparation of needed information for the action
  • Assign repossessions, post approval, using the vendors repossession tracking program.
  • Manage collateral transport to the appropriate auctions using the vendor systems.
  • Prepare legal documents needed to obtain judgements and execute post judgement collections.
  • Document all conversations and collections activity in the collections system of record.
  • Filing the appropriate probate forms when a decedent’s estate has assets.
  • Maintain adherence and assist in ensuring department compliance with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to State and Federal Fair Debt Collection Practices, related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, Office of Foreign Assets Control (OFAC) and FCRA.
  • Ensure with departmental collaboration that there is adequate coverage for the department telephone line.
  • Assist members via all forms of communications the department utilizes which may include but is not limited to telephone, email and SMS/MMS text.
  • Filing of bankruptcy claims.
  • Provide exceptional service to both our external and internal members in all interactions.
  • Identify and recommend ways to continuously streamline or improve the work process and/or the work environment.


Non-Essential Functions:
  • General clerical duties as assigned.
  • Assist other departments when assigned by supervisor.
  • When it does not pose a conflict of interest, identify and suggest opportunities for additional services and products that would offer a benefit to our members, if applicable.
  • Perform other duties as assigned by supervisor.


Knowledge, Qualifications and Skills:
  • Education: High school diploma required.
  • Experience: 5 years of previous Collection experience required.
  • Understanding of loan and collection policies and collection processes for loans and deposit accounts.
  • Spanish/English bilingual skills preferred.
  • Skills and Abilities: Advanced knowledge of regulatory compliance issues including knowledge of bankruptcy, repossession and probate proceedings.
  • Extensive knowledge of the legal processes needed to obtain judgment and execute post judgment remedies.
  • Knowledge of Symitar and CU collections systems is preferred.
  • Knowledge of credit insurance products and claims along with collateral insurance is desired.
  • Ability to effectively communicate with members and credit union staff by both written and verbal means. Handle high stress situations with members appropriately. Resolve member complaints and account discrepancies efficiently. Work in a high call volume environment. Must be able to effectively work at a fast pace and in a changing environment.
  • Ability to assist Collection Officers and other employees with collection related matters.
  • Ability to use keyboard, 10-key calculator and all other general office equipment required.
  • Proficiency in computer programs, (i.e., Microsoft Word and Excel).
  • Extra Credit Skills: You will bring your enthusiasm, collaborative work-style, inquisitive attitude, flexibility, creativity, focus on excellence, and overall “great-to-work-with” demeanor. Previous experience with a financial institution with basic knowledge of financial products and services is a plus.
  • Travel Required: Minimal travel expected. Any travel during assigned shifts requires ability to operate personal vehicle.
  • Hours Required: Non-exempt employee with a work schedule of Monday through Friday: 8:00am to 5:00pm. Schedules are subject to change based on organizational needs.

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