Consumer Loan Collector jobs in Atlanta, GA

Description Essential

ESSENTIAL DUTIES AND RESPONSIBILITIES SERVICE

 Provide exemplary service at all touch points consistently exhibiting CDC FCU’s Core Values, and remembering – Members First.
 Engage the member in a conversation; listen to what they are saying
 Satisfy member needs by asking probing questions, providing customized solutions, and providing insights and education to prospects and members
 Answer telephone immediately; return voice mail and email promptly
 Exhibit a cooperative, positive attitude
 Treat others in a courteous and respectful manner
 Follow all service standards established by the credit union in a timely manner; minimum of 3 times per week if no promise to pay or payment

OPERATIONAL
 Talk with members to determine reason for delinquency and document in DNA for consumer loans, mortgages and lines of credit.
 Take appropriate action to resolve the account; could include loan modifications or loan workouts; document in DNA
 Counsel customers concerning their financial obligations, advise options and solicit agreement of payments
 Knowledgeable of auto repos, legal action bankruptcies and monthly delinquency/charge-off reports
 Respond to customer inquiries by phone and in person
 Recommend further action as deemed necessary, i.e., repossessions or legal action
 Demonstrate judgment and discretion within the framework of all applicable CDC FCU and NCUA regulations and policies
 Provide support and backup for Loan Servicing in the Risk Management and Compliance Department in fulfilling member requests
 Call and work all accounts in a timely manner; document all promises to pay and payment plans
 Research and analyze data on past due accounts, non-sufficient return items and negative share balances and claims of fraudulent account activity
 Handle skip traces
 Mail past due letters when appropriate
 Verify demographic information every time you speak with members to ensure up-to-date information
 Quote pay-offs, as needed, to members and third parties
 Bring all escalated account issues to managers attention in a timely manner
 Note pay-offs as needed to members and third-parties
 Research and collect shortages and/or deficiencies generated by ATM overdrafts, debit card and courtesy pay overdrafts, and bad checks in accordance with the established Negative Balance Accounts Procedures on the intranet.
 Investigate and collect losses resulting from new account fraud, check kiting, etc.
 Prepare monthly collection reports for the board package by the 5th business day of each month, and Management Reports by the 10th of each month.
 Oversee all bankruptcy claims through dismissal, discharge or re-affirmation. Monitor and follow up with attorneys throughout the process.
 Process Bankruptcy payments.
 Maintain records of collection activity – charge offs, bankrupt files, and recovered collections

GROWTH & DEVELOPMENT
 Meet with Manager to set goals for career growth
 Work with Manager on special projects as assigned
 Be open to improvement and performance feedback
 Initiate continuous learning and development through internal and external sources
 Cross-train in other job-related responsibilities within the department

PROFESSIONAL TEAM EFFORT
 Be a team player; help others
 Partner with other departments to solve member problems
 Exhibit professionalism at all times
 Share knowledge

MISCELLANEOUS
 Follow all credit union policies, procedures, security guidelines and regulatory and policy compliance requirements, i.e., Fair Debt Collections Practices Act, Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), and Anti-Money Laundering (AML) Regulations, and all other compliance related policies
 Cultivate and maintain appropriate relationships with members, co-workers, and vendors
 Maintain working knowledge of all applicable computer programs and systems
 Actively participate in all internal and external training as required
 All other duties as assigned

Knowledge and Skills Experience

Two to Five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

No high school degree required.

Interpersonal Skills

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.

ADA Requirements Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: In person