Collector II

Position Title: Collector II

Organizational Relationships: Reports to Collections Manager

Supervisory Responsibilities: N/A

General Function: Under direct supervision, responsible for establishing and maintaining continuous contact with Whitefish Credit Union Members who have delinquent loans or accounts and serve as liaison between those Members and the Collections Manager. Work proactively with all Consumer, Residential, and Commercial Loan Officers, and all members of their respective branches/departments, to garner information and facilitate gathering payments from members with past due loans or overdraft accounts. Pursue win-win outcomes that both reduce outstanding Member debt and maintain positive Member relationships. Participates in maintaining a financially sound loan portfolio through early delinquency control and follow through on late-stage collection efforts that include repossession, foreclosure, bankruptcy and collection agency account referrals.

Position Functions:

• Maintain member contact through phone calls, collection letters and in person interviews.
• Recommends action on accounts as deemed necessary, including charge-off, repossession, legal action, foreclosure and referrals to collection agency.
• Complete each Member contact with definite understanding by each party as to the current payment commitment.
• Document all Member contact attempts and their specific outcomes.
• Monitor, input data, and follow-up with E-Oscar functions (i.e. ACDV’s, AUD’s, Notifications, DRN’s, etc.) as per FCRA regulations.
• Work to resolve situations in which delinquent Members are defensive, hostile, evasive, or unresponsive to suggested resolution methods.
• Effectively review and explain all aspects of a delinquent Member’s account(s) to them, including loan documents, loan terms, payment due dates, interest rates, loan modifications, forced placed insurance, and other related account questions and/or issues.
• Recommend and implement Collections procedures as they relate to delinquent accounts, internal procedures and policies, and new regulatory compliance when applicable.
• Work proactively and positively with other Collections department personnel to ensure a “team effort” and prompt member service.
• Assist the Collections Manager in identifying departmental training needs, and training staff with less experience.
• Follow all Whitefish Credit Union, Montana and Federal information privacy guidelines.
• Adhere to all Whitefish Credit Union policies and procedures.
• Report to work on time and as scheduled.
• Perform other duties as assigned.

Position Requirements:

• Ability to communicate effectively verbally, in writing, and over the phone with Supervisor, President / CEO, Members, Volunteers, Co-workers, Senior Management, and legal counsel.
• Excellent problem-solving skills.
• Ability to follow oral and written instructions.
• Ability and willingness to work independently; as part of an established Collections team; and with all staff, examiners, auditors, and members of Whitefish Credit Union.
• Ability and willingness to learn on the job and improve Collections-related skills within context of Whitefish Credit Union policies and procedures over time.
• Ability to prioritize work and juggle multiple simultaneous projects.
• Ability and willingness to work with a variety of office equipment and software systems.
• Ability to sit for prolonged periods of time over the course of an 8-hour workday.

Required Education and Experience:

• Associates or Bachelor’s degree in accounting, finance or banking preferred but not required.
• At least 5 years of professional experience with collection procedures required.
• Working knowledge of the Fair Debt Collection Practices Act and the Unfair, Deceptive or Abusive Acts or Practices.
• Working knowledge and understanding of collection activities related to bankruptcies, repossessions, foreclosures and deceased borrowers.
• Working knowledge of subpoenas and warrants.
• FCRA or CDIA certification within 6 months of employment.

This position description is a general outline of the duties and responsibilities of this position and is subject to changes and revisions by management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.