About this role
Essential Functions & Responsibilities:
• Proactively monitors and manages a portfolio of consumer loans that are 11 to 50 days past due.
• Follows structured collection processes to contact members, negotiate repayment terms, and ensure timely resolution.
• Performs precise file maintenance on member accounts and ensures all teller postings, account updates, and status changes are accurately recorded in the core system.
• Accepts and processes member payments with accuracy and ensures all transactions are correctly applied in accordance with internal policies.
• Supports proper and timely reporting of loan statuses to credit bureaus and other financial reporting systems; ensuring adherence to Fair Credit Reporting Act (FCRA) guidelines.
• Maintains comprehensive, organized records of all member communication and collection activities while ensuring all actions are documented in compliance with regulatory standards and internal procedures.
• Performs in-depth skip tracing using internal systems and approved tools to locate members with outdated or inaccurate contact information.
• Evaluates accounts for legal collection activity and collaborates with legal partners or attorneys to escalate cases appropriately, ensuring proper documentation and chain of custody.
• Prepares, maintains, and analyzes delinquency reports, spreadsheets, and account watch lists to support decision-making and track trends or recurring issues.
• Identifies potential legal or operational risks and promptly escalates concerns to management with recommendations for next steps.
• Assists in responding to collection hotline calls and provides support to internal team members to ensure seamless member service and issue resolution.
• Serves as backup to department adjusters and specialists when needed.
• Approaches all collection activity with professionalism, empathy, and the intent to preserve member relationships while enforcing policy and protecting the credit union.
• Stays current with policy and regulatory changes.
• Maintains a member first mindset.
• Upholds core values and builds team member and customer relationships.
• Completes all training as required.
• Performs other duties as assigned.