Consumer Collection Services Representative I

The Consumer Collection Services Representative I is responsible for the collection and servicing of delinquent consumer loans and shares utilizing methods allowed under the loan agreement and federal, state, and Technology Credit Union (Tech CU) regulations. Areas of collections for the position includes direct and indirect auto loans, signatures loans, solar loans, lines of credit including credit cards, and negative shares.

The incumbent works with members to resolve their loan delinquency and to work out mutually beneficial long-term plans to help members keep current their loan obligations with Tech CU.

Essential Duties

• Manages and controls assigned collection queue(s) and views. Ensures goals assigned for the collection queue(s) are achieved on a consistent basis.
• Performs member service calls to collect past due balances on delinquent loans/shares and negotiates payment arrangements to help members stay current with their loan obligations.
• Makes outbound calls to members with delinquencies to discuss contractual changes to their loans and provides alternative financial solutions.
• Ensures calls are conducted and documented in a respectful and professional manner and in full compliance with Tech CU standards, policies and procedures.
• Collaborates with other departments such as Consumer Lending and Central Operations to resolve account or payment issues.
• Ensures member communications are in compliance with the Fair Debt and Collection Practices Act, as well as compliance with Tech CU Credit Reporting of special asset handling and the Fair Credit Reporting Act.
• Analyzes and recommends delinquent loans for extension or workout option in accordance with policies and standards.
• Assists members with their financial needs by cross selling Tech CU products and services as appropriate and works with branches and contact centers to effectively resolve member situations.
• Processes daily batch letters, travel requests, account reinstatements, letters of guarantee, denials of services, incoming correspondence or check processing as appropriate.
• Processes collection invoices for payment, submitting to management for approval on a timely basis.
• Works special accounts as needed, including but not limited to: first payment defaults, paid ahead loans, unable to locate (UTL) and payment arrangements.
• Maintains awareness of departmental workflow priorities, call volume, and project plans. Assists team members as necessary.
• Successfully utilizes collection framework and core systems to document all collection efforts on accounts. Maintains accurate collection statuses on internal and related vendor systems (RDI, FDI, SWBC) for seamless processing of accounts related services.
• Supports management decisions and implements directives as required. Performs other duties and collaborates on projects as assigned.

Work Schedule

• Full-time; typically 40 hours/week
• Monthly rotating schedule between 8:00am-6:00pm, M-F, (or as directed by management)
• Occasional overtime
• Flexibility to occasionally work early or late hours, and extended weekend hours, typically with advance notice

Workplace Essentials                                                                                    

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local regulatory agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Education:  High School diploma or equivalent work experience.

Experience:  Collections or customer service experience on consumer/real estate loans at a financial institution is preferred.

Knowledge/Skills/Abilities:  

• Excellent interpersonal skills and the ability to communicate adverse actions in a tactful and diplomatic manner.
• Well organized, detail oriented, with solid written/verbal communications skills.
• Demonstrated ability to handle multiple priorities in a fast paced environment.
• Highly adaptive and open to changes as the organization grows and its needs evolve.

Licensing/Certifications:   None required.

Travel:  May be required to occasionally attend offsite training, meetings or events, typically with advance notice.  Overnight travel unlikely.

Typical Working Conditions:  Office environment with frequent member contact via phone. May work remotely as determined by business need and individual performance.

Equipment Used:  Routinely uses standard office equipment, including computer, copier, and other devices.

Physical Requirements:   This position requires:

• Ability to sit for 85% of the day.  
• Using a keyboard and viewing a computer screen for 90% of the time during which one is seated.
• Mobility to attend meetings within office building and offsite.

EQUAL EMPLOYMENT OPPORTUNITY

Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This is a grade 102 position, with a salary range from $51,900 to $72,100 with bonus potential of 5%. The anticipated range for new hires is between the low-end and midpoint of the range, depending on experience. Tech CU is a pay-for performance organization that benchmarks base pay to the 50^th percentile of our market and we provide incentive-based compensation aligned with successful accomplishment of individual and corporate goals. The salary mentioned above is based on working in San Jose, CA. Salaries are based on the geographic location in which you live if working remotely.

Additionally, Tech CU provides health care benefits, life and disability insurance, 12 paid holidays and 401k with a company match; along with employee paid voluntary benefits. 5.54 Paid Time Off (PTO) hours accrue per bi-weekly paycheck (18 days per year) and will increase with length of service. Eight hours of Voluntary Time Off (VTO) are granted to full time employees annually to dedicate time to charitable organizations. Leaves of absences are available in adherence with state and federal regulations.