Member Solutions Specialist II/III (Collections)
Seattle Credit Union
Region: Seattle, WA
Contact: Phillip Carrillo
Phone: (206) 398-5665
Job Title: MEMBER SOLUTIONS SPECIALIST II
Functional Area: Lending
Department: Member Solutions
Reports to: Member Solutions Manager
Employee Type: Regular, FT
FLSA Status: Non-exempt
Essential Job Functions
•Proactively contacts members with delinquent and/or at-risk loans to assure repayment.
•Under guidance of the Member Solutions Manager, makes acceptable loan repayment arrangements for members with delinquent loans.
•Serves as resource a person for inquiries pertaining to delinquent loans, bankruptcies and repossessions.
•Provides appropriate authorization to branch representatives regarding transactions for members with delinquent loans
•Collects from members at all stages of delinquency, up to and including charge-off.
•Makes recommendations to the Member Solutions Manager regarding charge-off and legal action.
•Supports, promotes, and cross-sells credit union products and services.
•Processes estate accounts, including handling death notices, filing creditor claims, corresponding with beneficiaries, executors, and probate, and coordinating account closures.
•Coordinates Debt Protection claims (disability, unemployment and death), including the receipt of new claims and reviewing online resources for incoming payments on a daily basis.
•Assists in the handling of bankruptcies; filing proof of claims, reaffirmation agreement, reviewing Chapter 13 plans.
•Assists in the handling of repossessions; assigning and following up on repossession orders, sending legal notices having to do with the right to redeem and deficiency balances, sending title work to auction.
•Processes impound notices.
•Files and monitors skip and damage claims through our CPI vendor.
•May represent the credit union in court.
•Manages and tracks accounts that qualify for relief under the SCRA.
•Upholds Seattle Credit Union collection policies, procedures and guidelines, as well as Federal and State laws and regulations.
•Assists manager with training new staff members.
•Manages accounts being handled by our third party collection agency, including selecting and sending accounts, responding to all correspondence from vendor, such as disputes and settlement offers.
•Completes Product/Service Knowledge Assessment within 90 days of employment with a score of at least 80%. (Note: This assessment may be taken as many times as needed to achieve this score).
•Other duties may be assigned.
•Indirect exposure to robbery.
•Work is performed in an office environment. May be required to attend off-hours and/or off-site meetings.
•Physical effort may be required to lift boxes up to 25 lbs.
•Comprehensive knowledge of local, state, and federal regulations such as the Fair Debt Collection Practice Act, UDAAP, Reg Z, and Bankruptcy laws.
•Credit card collections experience preferred.
•Comprehensive knowledge of the credit union history and philosophy preferred.
•Software: Microsoft Windows and Office (Word, Excel, Power Point)
•Business English, composition, spelling, grammar, punctuation, and letter format.
•Basic math calculations (addition, subtraction, division, multiplication, and percentages) and some knowledge of accounting principles.
•Excellent telephone skills.
•Accurate office skills: ten-key, keyboarding, and filing.
•Excellent communication (written and verbal) skills.
•Excellent organizational skills.
•Ability to communicate with tact, discretion, and courtesy within and outside the organization.
•Ability to operate office equipment.
•Professional appearance and demeanor.
•Ability to handle stress in a high volume and fast-paced environment.
•Ability to maintain utmost confidentiality.
•Minimum 2 years credit and collections experience; at least one year in a credit union or other financial institution preferred.
•Minimum 1 year experience handling repossessions and bankruptcy.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or equivalent required.