What are the responsibilities and job description for the Collector position at TruMark Financial Credit Union?
Job Title: Collector Department: Collections
Reports to: Collections Supervisor Cost Center:
FLSA Status: Non-Exempt Location: Fort Washington, PA
Salary Grade: S/T70 Job Code:
Subordinate Reports: N/A Date Revised: March 2023
Officer Title: N/A
Training Hours: 8-5 Monday through Friday (for 5-6 weeks)
Regular Hours: 9-6 Monday through Friday with 4 hours flex with start time to cover rotating Saturday Schedule (approximately once every four weeks)
Position Summary
The collector participates in maintaining a financially sound loan portfolio through early delinquency control. The incumbent in this position will determine the reason for delinquency accounts based on members’ financial situations, utilizing a friendly member-focused approach, and negotiate terms of repayment to bring account(s) current while maintaining quality and accuracy in a timely manner. He or she will use sound judgment and discretion within the framework of all applicable regulations and policies. The collector will assist the collection supervisor in carrying out administrative function of the department.
Essential Functions
- Initiate outbound contact with members to determine reason for delinquency and take appropriate action to resolve the account through various options – repayment plans, loan modifications, budgetary counseling referrals.
- Counsel members concerning their financial obligations and bring loan(s) current.
- Advise options and solicits agreement of payments.
- Record information about financial status of member and status of collection efforts
- Post payment amounts to member account to resolve delinquency.
- Recommend and assign further action as deemed necessary (i.e. settlements, repossession, legal action, foreclosure, referral to collection agency).
- Skip Tracing of delinquent accounts via references, credit reports and various internet sites.
- Ensure member accurate files are kept update and complete, and all required documents are filed (includes completion of adverse action forms).
- Request drive-by and delinquent interview inspections on delinquent loans where applicable.
Job Requirements
- Adherence to credit union’s collection and charge-off policy as well as investor guidelines when applicable.
- Meet departmental standards for calls, contacts and dollars collected.
- High level of coordination, organization, planning, and prioritization of work, and management of one’s own time.
- Honesty, integrity, and ethical behavior.
- Willingness to take on responsibility and challenges.
- Flex time may be necessary to accommodate the needs of the department
Qualifications
- High school diploma or equivalent.
- Continuing education preferred.
Licenses and Certifications
N/A
Knowledge, Skills, and Abilities
- Knowledge of Telephone Consumer Protection Act (TCPA)
- Knowledge of Fair Credit Reporting Act (FCRA)
- Knowledge of FDCPA, and Bankruptcy regulations.
- Detailed knowledge of FNMA/FHLMC investor servicing and reporting guidelines.
- Proficient in basic math skills.
- Strong communication and interpersonal skills.
- Basic knowledge of credit underwriting concepts.
- Thorough analysis of information to address complexity of data and information.
- Knowledge of principles and practices to ascertain and assess customer needs, meet quality standards of customer service, and evaluate customer satisfaction.
- Fundamental knowledge of accounting, finance, and economic principles.
- Strong knowledge of business administration and management theories, principles, and practices.
- Knowledge of banking principles and practices.
- Knowledge of administrative and clerical procedures and systems such as word processing, managing data, files, and records, designing forms, and other office procedures.
- Familiar with banking products and services
- Strong listening skills with ability to ask probing questions to determine member needs and overcome objections.
- Good computer skills in a Microsoft Windows environment including proficiency in Word and Excel.
- Ability to multi-task under pressure.
- Ability to collaborate and relate well to all kinds of people, build appropriate rapport and constructive, effective relationships, and use tact and diplomacy to handle situations comfortably.
- Ability to speak and write clearly in order to effectively convey information so that others understand and as appropriate for the needs of the audience.
- Ability to apply common sense understanding to carry out written and oral instructions.
- Ability to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Ability to work independently with little supervision.
- Ability to use sound judgment.
- Ability to analyze member accounts for delinquency and potential delinquency.
- Ability to negotiate.
Physical Requirements
- Ability to sit for long periods up to 90% of work hours.
- Ability to use hands to grasp, handle or feel.
- Ability to use computer keyboard and system to enter data and process information.
- Ability to read a computer screen at a close distance.
- Ability to read, talk clearly so that others understand, hear, comprehend the written and spoken word, and see.
- Ability to use telephone to communicate with others.
- Ability to use office equipment such as teller scanner, personal computer, telephone, mobile device, copier, etc.
- Ability to lift up to 10 lbs. at least 10% of work hours or equivalent.
Working Conditions
- Moderate sound as in business office with office machines, computers, and people traffic.
- Open floor work environment.
All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.
This job description is not an employment agreement or contract, implied or otherwise. trumark financial credit union maintains “at will” employment.
This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. TruMark Financial Credit Union reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak periods, or otherwise balance the workload.
TruMark Financial Credit Union is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.
TruMark Financial Credit Union commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon TruMark Financial Credit Union. The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position or may be encountered while performing essential functions. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting TruMark Financial Credit Union’s Human Resources Department.
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