Financial Assistance Representative I

Financial Assistance Representative I

Requirements

• Knowledge of Fair Debt Collections Act.
• Knowledge of Federal and state laws, rules, and regulations concerning Credit Union collection activities.
• Comprehensive knowledge of repossession process.
• Comprehensive understanding of call center environment.
• Knowledge of skip tracing, small claims, and bankruptcies.
• Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts.
• Skill in the operations of a personal computer with Internet and intranet access, word processing and spreadsheet software.
• Ability to provide quality professional service to all Members.
• Ability and desire to work in a team environment.
• Ability to keep Members information confidential, strictly adhering to company MIS policies.
• Ability to measure performance in a productivity driven environment.
• Ability to communicate effectively, accurately, intelligently, and professionally, both verbally and in writing, including effective telephone communication skills.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions; be accountable.
• Ability to work a rotating schedule which will include working on rotating Saturdays.

Responsibilities

• Contact Members with delinquent loans, negative shares and Visa accounts for the purpose of obtaining delinquent payments, arranging for payment schedule to bring loans current, rescheduling existing payment or determining Member present status in order to make provisions for obtaining outstanding balance.
• Initiate outbound calls and accept all incoming calls at all times, strictly adhering to required department compliance and member information security procedures.
• Provide excellent quality service to all Members and all RCU departments always, making sound, timely decisions and judgment calls in restoring services impacted by delinquent account status, engaging management assistance, where needed.
• Perform skip-tracing functions routinely.
• Ensure high quality member service by implementing credit union policy, as well as departmental procedures and standards in relation to the establishment and maintenance of loans and accounts, minimizing escalations and/or working closely with management to address escalations. Serve delinquent members and accounts by accepting phone payments, processing extension requests and workout loans.
• Recommend accounts for repossession of collateral securing delinquent loans, preparing recommendation documentation for manager approval and hand off to the Collateral Recovery Officers. Assist Collateral Recovery Officer(s), as needed.
• Assist with the follow up on all delinquent and non-delinquent bankruptcy accounts and deceased member accounts, as assigned (when notification is received by FAD).
• Assist in processing request for charge off accounts for those loans determined to be un-collectible.
• Complete departmental and back-office tasks as assigned including (but not limited to) typing, routine letter and/or documents.
• Assist in the preparation of documents needed for the pursuit of legal action against Members and/or support the bankruptcy process, as assigned.
• Prepare periodic specialty reports or balance department related general ledger accounts, as assigned.
• Serve non-delinquent Members by accepting phone payments, processing extension requests and workout loans.
• Participate in departmental meetings and training programs.

Preferred Qualifications

• A combination of education and experience equivalent to a high school diploma with a minimum of three years of collections experience in a measured, productivity driven environment.