Collections Specialist I- Charlotte, NC

ABOUT THE POSITION

Collections Specialist is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.

NORMAL DAY-TO-DAY WORK

1. Contact  Credit Union Members regarding loans in default via phone, email, and text  message. 

2. Provide  primary support for all incoming and outgoing call efforts to support  delinquency and loss management goals, including by not limited to assisting  the Default Management team by providing primary phone support for  repossessions and other escalated collections matters.

3. Proactively  contact members via phone, email, or other communication methods to discuss  their accounts and identify reasons for delinquency

4. Work  with members to develop repayment plans, loan modifications, or other  solutions to bring accounts current.

5. Ensure  a consultative member approach to restructuring loans as necessary, providing  direction on improving the financial outlook of the member in the future. Provide  members with information on financial education resources and tools to help  them manage their finances and avoid future delinquencies.

6. Establish  proficiency in all current and future software systems utilized by the Loss  Mitigation team. Including, but not limited to, our core operating system,  collections software, payment portals, and document retention software.

7. Accurately  document all member interactions, payment agreements, and actions plans in the  core collection system.

8. Maintain  sufficient call volume and quality standards in like with established  positions Key Performance Index goals.

9. Collaborate  as necessary with other internal business units and resources to ensure a  coordinated approach to loss prevention.

10. Assist  the Loss Mitigation Manager and Loss Mitigation Team with reviewing reports on  delinquency trends, member interactions, and recovery efforts.

11. Maintain  knowledge of Default Management practices and procedures to best aid in  cross-team communication.

12. Ensure  all activities are in compliance with federal and state regulations, as well  as Credit Union policies, guidelines, and procedures. 

13. Take  ownership for actions, decisions, and results; openly accept feedback and  demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 1-3 years experience in a call center, customer service, accounts receivable, or financial services environment; or a Bachelor’s degree.

2. Strong interpersonal skills with ability to work in a team environment.

3. This role operates in primarily hybrid capacity, with quarterly onsite attendance required at our Wake Forest Road location in Raleigh. Additional on-site attendance may be required based on business needs.

4. Must be able to work 8-hour shifts within core operating hours (8:30 am – 7:00 pm), as well as occasional overtime, weekend, and holiday support as dictated by business conditions.

5. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.

6. Ability to lift a minimum of 25 lbs. (file boxes, computer).

7. Travel required on occasion.

CIVIC CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

careers@civicfcu.org

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