Senior Collections Representative

Essential Responsibilities

• Manage delinquent member accounts across stages of delinquency through outbound and inbound communications, facilitating payment solutions and providing account assistance.
• Analyze account risk and collaborate with members to develop appropriate repayment, hardship, loss mitigation, settlement, or recovery solutions that balance member needs with the Credit Union's risk objectives.
• Process payments, payment arrangements, automatic payment setups, account transfers, third-party authorizations, and other account servicing activities related to delinquent accounts.
• Negotiate repayment plans, modified terms, settlements, and other recovery solutions for delinquent, charged-off, repossessed, or high-risk accounts.
• Conduct skip tracing, locate updated member contact information and assets, and support recovery efforts through appropriate collection strategies.
• Manage and support collections-related recovery activities, including repossession, redemption, deceased member account resolution, total loss claims, deficiency balances, and other loss mitigation initiatives.
• Audit accounts, obtain required documentation, and ensure collection activities comply with applicable regulatory, legal, and internal policy requirements.
• Serve as a resource for members and internal business partners by providing accurate account information, resolving complex issues, and handling escalated member concerns.
• Meet established service level agreements and performance expectations related to delinquency, loss prevention, recovery, productivity, quality, and member experience.
• Maintain expertise in loan and depository products, collections practices, and regulatory requirements while identifying opportunities for process improvement and operational effectiveness.

Education & Years of Experience