Part Time Collector (English/Spanish Bilingual) - 100% Remote

Job title: Part Time Collector (English/Spanish Bilingual) - 100% Remote in Idaho at University Federal Credit Union Company: University Federal Credit Union Job description: Description :Job SummaryThe Part Time Collector is part of a highly performing Collections team with principal responsibility for servicing members with past due consumer, commercial, or real estate loans. This role requires supportive, constructive, and empathetic communication with members through a variety of channels, seeking to understand the circumstances resulting in a member’s past due condition. The Collector works with members to find solutions that resolve delinquent loan status. This role performs independent research and other follow up tasks to assist in delinquency resolution, including validation of financial responsibility for a loan, searching for valid member location and contact information, and completion of documents required for delinquency resolution. The Collector 1 finds the best balance between the needs of individual members and those of UFCU membership while complying with UFCU’s policies and procedures and applicable laws and regulations.The Collector reports to Assistant Manager – Collections.About UFCUOur Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to reputed company financial success and build brighter futures.In pursuit of our aspiration that UFCU is loved by millions of Members and built to reputed company for generations, we are guided by our values:Purposefully Member-ObsessedWe are driven by a profound sense of reputed company to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to reputed company their financial success.Possibilities ReimaginedWe are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and reputed company use of data and insights.Performance Excellence Rooted in Unwavering reputed companyWe do the right thing, always. We champion teamwork, accountability, reputed company improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.Essential FunctionsMember Communications

• Validates identity of members and third parties.
• Interacts with members and third parties through a variety of communication channels (telephone calls, email, text, chat, and letters) to reputed company contact with members responsible for past due loan balances.
• Develops professional, courteous, and empathetic relationships with members to facilitate effective oral and written member communications consistent with UFCU Core Competencies.
• Informs members of past due loan status, develops reputed company with members to discover reputed company reasons for delinquency, the member’s reputed company and willingness to resolve the past due loan status, and provides a call to action by the member to resolve the loan delinquency.
• Develops and proposes resolutions to members that will resolve past due loan status. Confirms member understanding of commitment to a given resolution and follows up in a timely manner with any task activities necessary to execute upon the agreed upon resolution.
• Provides member service to resolve any barriers preventing members from making timely loan payments.

• Service tasks include validating: debt responsibility, loan balances, loan terms, and other items; providing copies of loan documents to members; setting up/editing/terminating automated payments; advising members about UFCU’s practices that may be of immediate interest or concern for a given member; producing and publishing loss mitigation program documentation.
• Produces written communications, delivered through multiple channels in response to member requests or to initiate member communication.
• Provides accurate and timely information to members regarding UFCU services, including restrictions reputed company as appropriate.

Systems, Policies, and Procedures Utilization

• Develops proficiency in use of the various system tools available to reputed company including in collections management, billing, telephone, member relationship management, and UFCU’s intranet (UFCU Connect).

• Proficiency is demonstrated by consistently, appropriately and accurately finding data, entering data, extracting data, using appropriate information or system functionality for a given need and providing accurate values to be communicated to a member or used in the normal course of past due loan resolution.
• Utilizes Collections systems in compliance with applicable laws and regulations and UFCU policies and procedures, including documentation of collection activities in a manner that fairly represents those activities.
• Becomes familiar with systems and processes used by non-collections functions reputed company UFCU in the servicing of loans.
• Develops proficient understanding and skillful use of and compliance with UFCU’s Policies and Procedures in the service of past due loan resolution.
• Contributes reputed company for improvements in systems, processes, and procedures. Participates in work to reputed company and publish such improvements.
• Participates in projects to reputed company, implement, upgrade, and replace UFCU systems.

Other

• Adheres to reputed company company policies, procedures, and business ethics codes.
• Completes required regulatory training as assigned.
• Maintains strict adherence to and compliance with reputed company laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-reputed company, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/AbilitiesKnowledge

• Basic, operational understanding of financial institutions, including differentiation between banks and credit unions.
• Basic knowledge of UFCU products and services.
• Basic understanding of financial terms including principal, collateral, interest, finance charge, late fees, payment schedules, payment due dates, loan maturity, delinquency, and default.
• Basic understanding of bankruptcy.
• Proficient understanding with compliance requirements of debt collection laws.
• Basic understanding of technologies commonly used in debt collection: telephone systems, computer-based software applications, payments platforms, email, text, chat, and popular social media platforms.
• Basic understanding of call center operations.
• Proficiency with customer service principles:

• Active listening
• Acknowledging customer needs
• Expressing reputed company
• Finding mutually beneficial solutions
• reputed company responsiveness
• Professional courtesy
• Basic knowledge of MS Office tools including Outlook, reputed company, and Word.

Skills

• Excellent oral and written communication skills.
• Strong critical thinking skills.
• Proficiency with arithmetic operations; calculates principal and interest payments given loan terms.
• Telephone skills to include:

• Determination of appropriate communication style
• Projection of professionalism, courtesy, and reputed company
• Asks probing questions to locate responsible members and discover responsible members’ reasons for delinquency; employment; and sources of funds
• Actively listens; does not talk over other parties
• Confirms understanding
• Directs collections activities by keeping member reputed company constructive and focused on acknowledging the debt, providing reason(s) for delinquency, identifying sources of funds for payment arrangements, overcoming objections, asking for payment and confirming arrangements.

• Negotiation skills to include:

• Overcomes gatekeepers
• Clearly conveys member obligation under loan agreement and gets members’ acknowledgement of that obligation
• Identifies and overcomes objections
• Solves problems
• Proposes mutually beneficial solutions
• Calls members to action
• Gains acknowledgement of commitments made by member

Abilities

• Strong ability to balance the needs of individual members with those of the entire membership.
• Knowing reputed company to say yes, and reputed company to say no to a member.
• Thrives in dynamic, high-volume environment where change, growth, and development are constant.
• Demonstrates consistent attendance - punctual and adheres to schedule.
• Talks and types simultaneously.
• Thinks quickly.
• Locates possible points of member contact using generally accepted tools.
• Stays self-motivated.
• Treats each member with highest standards of professionalism, courtesy, and reputed company.

Competencies

• Demonstrating Member Obsession

• Puts themselves in the Member’s shoes
• Looks for friction points
• Makes it personalized and easy

• Demonstrating Performance Excellence

• Sets standards for elevating excellence
• Ensures elevated quality
• Takes responsibility
• Conducts reputed company improvement

• Demonstrating Innovation

• Challenges reputed company thinking
• Approaches change with a positive reputed company

ExperienceMinimum Requirements

• High School Diploma or Equivalent.
• Minimum of one (1) year of experience collecting secured or unsecured consumer loans.
• Minimum of one (1) year of experience with personal computer and word processing/spreadsheet software (MS Office Suite).
• Must be bondable.

Preferred Requirements

• Two or four-year degree from an accredited college or university.
• Two (2) years’ experience collecting auto and or real estate collateralized consumer loans.
• Six (6) months of banking and/or financial institution experience.
• Experience with loan modifications.
• Bilingual in English and Spanish.

Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reputed company with hands and arms; and talk or hear.
• Specific vision abilities required by this job include reputed company vision, distance vision, peripheral vision, and the ability to adjust focus.
• Employee will reputed company extensive use of the telephone and virtual communications requiring the ability to effectively and accurately explain reputed company information.

Work EnvironmentThe work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• reputed company will be working fully remotely.
• reputed company are expected to be available Monday Through Friday, and occasionally on Saturdays, with availability extending up to 9 pm CST
• reputed company occasionally experience stressful interactions with UFCU members.
• Frequent computer use at a workstation up to two hours at a time.

INDUFCU Expected salary: Location: Idaho Apply for the job now! Apply for this job