Essential Duties
The essential functions of this position include, but are not limited to:

• Contact members in initial stages of delinquency and across multiple product lines by telephone, e-mail and mail to identify the reasons for delinquency and assess member needs.
• Perform investigative procedures including skip tracing when necessary to locate members with delinquent accounts.
• Analyze delinquent accounts to determine appropriate collection activity and educate members on potential solutions to resolve delinquency; Offer recommendations to members experiencing financial hardships such as payment extensions, deferments and refinancing when applicable.
• Establish and negotiate mutually satisfactory payment arrangements and follow up with members consistently.
• Notify co-signers regarding status of delinquent accounts
• Maintain accurate records by documenting all collection actions and updating files via the credit union’s loan recovery system.
• Possess knowledge of and comply with internal policies and procedures and regulatory laws applicable to position.
• Maintain a basic understanding of bankruptcy laws and persistence in following standard collection practices and positive attitude towards delinquent borrowers and the collections’ function.
• Maintain daily call volumes and delinquency goals as assigned by management.
• Perform various clerical functions as needed relating to effective collection of past due accounts and the repossession and bankruptcy processes as appropriate.
• Perform other duties as assigned; Participate in special assignments and projects as requested by management
• Work in conjunction with other departments within the credit union to support each other’s needs and the needs of GCU members and prospective members.
• Complete annual regulatory compliance testing as assigned per the terms of internal policy and other internal and offsite training as necessary.

Job Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the qualifications required of the position:
Education and Experience 

• High school diploma, general education degree (GED) or equivalent work experience required 
• 1-3 years of debt collection experience

Knowledge 

• Must be fluent in English; Bilingual a plus. 
• Working knowledge of and adherence to laws and regulations as applicable to position including fair debt collection and bankruptcy laws and practices. 
• Knowledge of consumer credit bureau systems and reporting 
• Proficiency in operating PC and other standard office equipment with working knowledge of Microsoft products.
• Knowledge of and adherence to proper telephone etiquette

Skills

• Exceptional and effective interpersonal, relationship building, verbal and written communication skills
• Proficient computer/PC skills with accurate data entry and strong mathematical skills
• Demonstrated skills in verbal negotiation strategies and tactics
• Effective analytical and problem-solving skills
• Self-motivated and capable of working independently
• Developed time management and organizational skills with attention to detail