Collections Counselor

Role: To preserve the Credit Union's assets by controlling delinquent loan accounts, collecting delinquent loan payments, negative account balances and/or recovering collateral.

Essential Functions & Responsibilities

• Contacts delinquent/overdrawn accounts by phone and mail; takes appropriate action to correct the delinquency or negative balance.
• Analyzes financial condition of delinquent borrowers; makes recommendations for extension agreements, payment modifications, and workout loans when applicable.
• Assists members and credit union employees with their telephone requests; answers questions about delinquent accounts that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Ensures the appropriate records are maintained and required reports are prepared on all collection activity including current delinquency and charged off accounts.
• Performs clerical duties to support the Collection Department Staff which includes research, file maintenance, payments postings, and acting as a liaison between member, credit union, and collateral protection insurance company.
• Informs management of trends in loan underwriting contributing to delinquent/charged-off loans.
• Performs other job-related duties as assigned.

Performance Measurements

• Maximize the collection and/or recovery of credit union assets from delinquent and charged-off accounts.
• Maintain accurate and complete records of all collection and recovery activity.
• Adhere to provisions as set forth in the Fair Debt Collection Practices Act (FDCPA) and ensure collection activity is always within Credit Union policy and all relevant regulations.
• Identify and inform management of potential underwriting problems.
• Provide informed, professional, and accurate service and support to all members and employees.

Knowledge and Skills

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills

Must have excellent communication skills and versatility in collection techniques in order to obtain the desired collection results. Must possess good organizational skills. Must exhibit good decision-making skills and be able to provide support to other position within the department.

Physical Requirements: Light lifting required.