Job Description:

Essential Functions:

• Embraces the Embold Experience including our Mission and Vision Statements, Core Values.
• Utilizes effective human relations skills and various forms of communication to present a positive Credit Union image in potentially difficult situation.
• Pursues collection of delinquent and over drawn members by phone, email, letters and text to secure a satisfactory resolution.
• Responsible for both incoming and outbound calls on past due accounts; discusses and makes independent decisions regarding possible financial arrangements and communicates potential additional collection action if not resolved in a timely manner.
• Member contact and account resolution is often resolved with a phone call, email, or letter to the member; Member contact is consistent and frequent. (greater than 60 calls per day – primarily outgoing phone calls).
• Performs charge-offs on overdrawn shares and delinquent loans.
• Executes process of total loss for collateralized Responsible for communication with members, insurance companies and dealerships to complete the total loss process.
• Maintains ChexSystems records and submits appropriate account data for charged-off Shares.
• Utilizes appropriate collection methods if initial attempts do not secure required payment or payment arrangements.
• Follow-up and continue to collect on accounts until they are reassigned.
• Performs all duties associated with collections, documentation, record keeping, correspondence, and skip tracing.
• Contacts past-due members that need to provide updated insurance information required on secured loans. At times also contacting the member’s agents to assist in obtaining the correct information to avoid forced placed policies or obtain refunds. Responsible for assigning and maintaining all records related to force-placed insurance through third party insurance provider. Will be the primary contact to resolve any discrepancies or questions.
• Maintain a high level of knowledge of and adherence to Credit Union internal controls, compliance, laws, regulations, guidelines, policies and procedures in the area of responsibility.
• Proficiency in using basic computer operating systems, word processing tools, email platforms, internet functionality, and Credit Union core systems.
• Maintain strict confidentiality regarding all non-public data and uphold the financial integrity of the Credit Union.
• Advise manager of any atypical situation that could pose a threat, risk, or loss to the Credit Union.
• Establish and maintain productive and effective working relationships with the Embold team.
• Perform other duties and responsibilities including departmental and individual goals and objectives as assigned.

Competencies:

• Communication / Teamwork            
• Job Knowledge
• Member Focused
• Analytic / Critical Thinking
• Professionalism
• Detail Oriented
• Credit Union Knowledge            
• Emotional Intelligence
• Computer Literate

Other Expectations:

• Participation in community and/or volunteering events preferred.
• Continual understanding, applied knowledge of, and adherence to the Bank Secrecy Act and all federal, state, and local financial regulations and reporting.
• Ongoing professional development – must complete the annual required courses and trainings; must meet expectations on Performance Evaluations.

Management Scope:

• Has no supervisory/managerial responsibilities.

Interpersonal Skills:

• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with member, and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Independent Judgement:

• Specific standards and operating procedures provide some options and latitude for independent decision and The employee uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for assistance. Decisions are usually limited to choosing between two or three known options. Decisions normally take the form of recommendations or giving input.

Mental Complexity:

• Problems encountered are relatively simple in nature, requiring some analysis or research to determine the best solution from a limited number of prescribed options. Generally, average transactions and tasks can take between 15 minutes and 30 minutes.

Organizational Impact:

• The position is designed to produce financial or strategic results that are expected to have a minor impact on current organizational results and/or would only impact a small segment of members or employees.

Potential for Error:

• Limited supervision and inspection of work. Errors can be difficult to detect and resolve and/or the consequences of potential errors can be of significance including, but not limited to lawsuits, lost assets or revenue of a significant value or poor external audit results.

Physical Requirements:

• Perform primarily sedentary work with limited physical exertion and lifting up to 10lbs regularly; on occasion lifting up to 30lbs.
• Must be capable of climbing/ descending stairs in emergency situation. 
• Must be able to operate routine office equipment; g. computer, telephone, scanner, copier, facsimile, and calculator.
• Must be able to sit or stand for long periods of time.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
• Must be capable of regular, reliable and timely attendance.

Working Conditions: 

• This job operates in a professional environment.
• Days and hours of work will be established to cover office operations, typically ranging Monday through Saturday. 
• Must be able to work extended hours whenever required or requested by management.
• This position may be required to travel to other branches for coverage, and to all staff meetings.
• Potential exposure to hazards, i.e. robbery, etc.

Mental and/or Emotional Requirements:

• Must be able to perform job functions independently and work effectively as part of a team.
• Must be able to plan and direct the work activities of self and others.
• Must be able to read and carry out various written and oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform basic financial calculations with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines/ requirements for extreme accuracy and quality.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Experience:

• REQUIRED: Six months of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions.
• PREFERRED: Greater than six months of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions. 

Education:

• REQUIRED: A high school degree or GED.
• PREFERRED: A two-year college degree or completion of a specialized course of study.

Work Schedule

FULL-TIME – Non-exempt – 8:30 AM – 5:30 PM Monday thru Friday.

Starting Pay Range

$22.78 to $25.46 per hour based on experience

Those who are fluent in Spanish are eligible for a language differential pay.

Benefits: Here are a few of our great benefits.

Medical, Vision, and Dental- Generous PTO-401k- Education Reimbursement & Student Loan Repayment Assistance and the onsite gym at administrative headquarters.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.