Collections Representative

Function Description:The collections representative is responsible for performing collection activities associated with various delinquent accounts for consumer, real estate and investor-owned mortgage accounts, ensuring timely collections, and maintaining compliance with relevant regulations. A primary responsibility is to ensure the company’s professional image is maintained.

Reports to:Supervisor –Collections

Supervisory or Managerial Responsibility:None              

Contacts:Credit union members, credit union branch/department staff, auditors, regulators, partners, vendors, governmental agencies, and credit union executive staff. Attorneys regarding bankruptcies, court appearances, insurance companies and automobile dealers. Various law agencies regarding fraud, forgery, theft, and embezzlement.

Essential Responsibilities:

• Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.

• Complete collection queue calls on real estate and investor-owned accounts, auto, and unsecured in assigned timeframe.
• Work with members to negotiate payment arrangements, avoiding foreclosure and repossession. 
• Handle high volume of incoming and outgoing collection calls.
• Perform Collector functions as needed by the department, including Inbound call volume, queue calls and tasks, fielding calls for other default/ loss mitigation teams and practice one call resolution.
• Achieve and surpass department KPI’s for Call Handling time, Quality Assurance, call volume, etc.
• Process payment requests received from members.
• Timely response to member inquiries, both verbal and written and according to investor, regulatory, state and federal guidelines.
• Review and analyze borrower financial information to determine appropriate repayment plans. 
• Knowledge of financial assistance programs available to assist members at company, investor, State and Federal level. 
• Maintain accurate records of all collection efforts, including phone calls, letters, and payment arrangements.
• Locate customers using databases and references (Skip Trace).
• Keep members up to date on the progress of loss mitigation and provide foreclosure prevention alternatives serving as single points of contact for member follow up with other departments.
• Coordinate with other internal / external departments such as Legal to manage modifications, foreclosures, and bankruptcies.
• Performs other related duties as assigned by management.

Skills:Knowledge of CFPB, FDCPA, Fannie Mae regulations preferred, Knowledge of Fiserv DNA, Temenos is desirable, Intermediate skills in Excel, Word, and Outlook required, Ability to manage multiple accounts and prioritize tasks effectively, Ability to effectively present information and respond to questions from members, clients, and managers, Strong analytical skills to assess borrower financial situations and determine appropriate actions, Must have excellent written and oral skills to effectively communicate professionally with clients, members, and staff of various levels, Excellent accuracy and attention to detail, Bilingual (English and Spanish) preferred but not required.

Core Responsibilities:

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adheres to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values:

BE ETHICAL AND DEMONSTRATE INTEGRITY:Treat others with respect, dignity and” tough love.” It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE:Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE:Develop the individual, improve the team, grow the institution.Encourage and reward creative solutions. Ask impactful organizational questions.Identify the problem to be solved and the desired outcome.Engage others. Believe in what’s possible.

APPRECIATE THE MEMBER:Achieve and retain trusted, valued relationships with members.Listen and identify needs.Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER:Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors:

Accept mutual accountability when things go wrong

Acknowledge others’ efforts and thank them

Avoid jumping to conclusions

Be honest, direct, and civil with no hidden agendas

Communicate with others face to face whenever possible

Empathize with others by putting yourself in their shoes

Establish and build relationships into trusted partnerships

Forget the past and avoid holding grudges

Hear individuals out by actively listening to them

Protect and build up each other’s self-esteem

Recognize and reinforce others’ positive actions

Respect each other’s priorities and personal space