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Lead Collections Strategist

2 months ago

Idaho Falls, Idaho, United States Frontier Credit Union Full time

As a key player in safeguarding the assets of Frontier Credit Union, you will oversee essential collection operations on a daily basis. Your primary responsibilities will include managing collection efforts related to overdue loans and negative share accounts. You will ensure that appropriate measures are taken regarding repossessions, the management of repossessed assets, charge-offs, and recoveries. You will tackle the most intricate collection challenges and handle escalated member inquiries, including those involving legal proceedings and bankruptcies. Leveraging your extensive knowledge of collection protocols, you will refine processes and enhance operational efficiencies. Additionally, you will provide guidance and training to fellow team members.

Key Responsibilities:

  • Oversee and reconcile general ledger accounts while collaborating closely with the accounting department.
  • Offer leadership, mentoring, and training to team members.
  • Monitor departmental activities to ensure adherence to established policies and compliance with federal and state regulations.
  • Assist the Director in managing daily departmental operations and the workflow of the Loss Mitigation team.
  • Collaborate with the Legal and Compliance teams on issues related to bankruptcy, foreclosures, deceased members, and small claims, ensuring timely and accurate actions.
  • Address complex collection matters, including loan modifications and escalated member inquiries.
  • Conduct collection activities, reviewing delinquent accounts, identifying reasons for delinquency, and contacting members to resolve issues.
  • Provide financial counseling and discuss potential arrangements to facilitate payment resolutions.
  • Inform members about possible legal actions, credit implications, and the long-term consequences of unpaid obligations.
  • Document all collection activities, including conversations, financial arrangements, and correspondence.
  • Assess the financial situations of delinquent borrowers and initiate repossession of collateral when necessary.
  • Utilize strong member service skills and persuasive techniques to maintain a positive image of the credit union while acting in its best interest.
  • Respond to inquiries from staff and members, addressing questions and concerns related to your role.
  • Maintain accurate and current reports on late, potentially late, and delinquent accounts.
  • Support legal collection methods as required by the Legal and Compliance Department.
  • Conduct skip tracing to locate members and explore related accounts to enhance collection efforts.
  • Coordinate legal repossession of collateral, ensuring proper insurance coverage and involving management and legal counsel as needed.
  • Oversee garnishment processes and recommend charge-off actions.
  • Ensure that collection efforts comply with Credit Union policies and legal standards.
  • Investigate loan accounts flagged as late or potentially late to identify and rectify Credit Union errors.
  • Prepare regular reports detailing the status of delinquent accounts and collection activities.
  • Maintain accurate records for accounts charged to reserves.
  • Assist colleagues as needed and advise on effective collection techniques.
  • Collaborate closely with loan staff to coordinate collection efforts and keep all personnel informed.
  • Keep management updated on activities, progress towards objectives, and any significant challenges.
  • Professionally promote Credit Union services when appropriate.
  • Ensure a secure and orderly work environment.
  • Perform additional duties as assigned.
  • Deliver exceptional service to both internal and external members.
  • Understand and comply with all Credit Union policies, state and federal laws, and regulations, including the Bank Secrecy Act (BSA).
  • Complete other responsibilities as required by the position.
Qualifications:
  • At least 8 years of progressive experience in collections; experience in credit union collections is highly desirable.
  • High school diploma or equivalent required; an Associate degree in finance, business, or a related field is preferred.
  • Thorough understanding of collections procedures and relevant laws and regulations; commitment to ongoing education in this area.
  • Consistent compliance with all state and federal regulations as well as Frontier policies.
  • Strong writing skills for accurate documentation of discussions and agreements.
  • Knowledge of credit union loan and account products and procedures.
  • Proficient in MS Office and experienced with reporting software and processes.
  • Able to learn additional software programs specific to job responsibilities.
  • Demonstrated persistence and professionalism in maintaining the credit union's image.
  • Effective communication skills, demonstrating courtesy and diplomacy in all interactions.
  • Ability to work independently with minimal supervision and as part of a team.
  • Capable of following written instructions and verbal directions.
  • Ability to remain composed in high-pressure situations and handle diverse personalities with professionalism.
  • Exhibit high levels of accuracy and quality while managing multiple tasks and changing priorities.
  • Maintain confidentiality in all matters.
  • Demonstrate reliable attendance and availability to work as needed, including potential Saturday shifts.
  • Bilingual (English/Spanish) preferred.
Physical Requirements:

Ability to perform primarily sedentary work with limited physical exertion. Operate standard office equipment, including computers, telephones, and copiers. Work on a computer for extended periods. Some locations may require the ability to navigate stairs in emergency situations.