Collection Specialist, Full-Time, Remote (MA, NH only)

Schedule

Mon - Fri: 8 AM - 5 PM (40 Hours)

What You'll Do

Summary/Objective:

Contact all members with delinquent accounts and overdrawn shares facing financial difficulty by assisting the member towards restoring their good standing status with the Credit Union. Collectors are responsible for maintaining the financial soundness as well as the department's ongoing effort to manage the asset quality by achieving the lowest possible delinquency and charge-off ratios. The position is responsible to assist fellow collectors in increasing their job knowledge, increase negotiation skills and in making effective business decisions.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer incoming member or member-related contacts (phone calls, emails, faxes, etc.), work Collection queues and make outbound member calls.
• Review and document status of accounts and initiate telephone contact on delinquent loans
• Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected.
• Prepare correspondence on delinquent accounts including USPS mail, certified or e-mail.
• Determine reason for delinquency and refer members to BALANCE when necessary
• Perform skip tracing within established compliance and best practice procedures
• Establish and monitor payment plans whenever possible
• Initiate process pertaining to payment plans, repossessions and/or possible foreclosures.
• Pull Credit Bureau reports when necessary.
• Review and make recommendations for rewriting of delinquent loans and/or settlements
• Achieve assigned goals monthly
• Available to take both Back End Hunt Group calls and Team Leader Hunt Group Calls inclusive of calls from other areas and escalated calls
• Assist with training new hires within the department
• Facilitate Team Meetings on a rotating basis
• Gain a comprehensive knowledge in how to manage the dialer, lines and other related attributes
• Develop leadership and supervisory skills & be back up for a Team Leader
• Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures
• Make recommendations on ways to improve work processes within Collections
• Perform other job-related duties as assigned by Managers(s).

What You'll Need

Education and Experience Requirements:

• High School graduate or equivalent required.
• 2-3 years of progressive experience in consumer or mortgage collections preferred.
• Excellent telephone and communication skills required.
• Excellent written and verbal communication skills
• Strong command of Microsoft Office, particularly with Microsoft Excel
• Successful completion of all assigned Leadership Skills training programs (internal and/or external) and related courses

Additional Eligibility Requirements:

• Previous experience in a call center and/or financial institution preferred
• Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act, and other applicable collection laws
• Ability to handle multiple priorities.

What We Do

DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer/ sponsorship for this position.