Collections Specialist II

Collections Specialist IICollections Specialist II is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union. Normal day-to-day work includes: Contact Credit Union Members regarding loans in default via phone, email, and text message. Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals, including assisting the Default Management team by providing primary phone support for repossessions and other escalated collections matters. Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency. Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current. Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future. Provide members with information on financial education resources and tools to help them manage their finances and avoid future delinquencies. Establish proficiency in all current and future software systems utilized by the Loss Mitigation team. Including, but not limited to, our core operating system, collections software, payment portals, and document retention software. Accurately document all member interactions, payment agreements, and action plans in the core collection system. Maintain sufficient call volume and quality standards in line with established positions Key Performance Index goals. Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention. Assist Loss Mitigation management with reviewing reports on delinquency trends, member interactions, and recovery efforts. Maintain knowledge of Default Management practices and procedures to best aid in cross-team communication. Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.