At CU*SOUTH, we're more than just a Credit Union Service Organization (CUSO); we're a community united by a mission to strengthen and grow credit unions everywhere. Every role within our organization is backed by our steadfast philosophies - from our team who bring years of professional experience to our dynamic, customer-focused culture that's rooted in responsiveness and loyalty. Our working environment celebrates those who can pivot, innovate, and act swiftly, ensuring we remain at the forefront of the credit union industry.
Joining CU*SOUTH isn't merely about finding a job-it's about discovering a purpose. Here, you'll have the opportunity to evolve professionally and personally, backed by a supportive team that is unafraid to be progressive. Working for a CUSO, especially one as dedicated as CU*SOUTH, offers a unique chance to serve. With us, you're not just contributing to our growth; you're actively playing a role in elevating the credit union community, impacting countless members and institutions alike. Become a part of our team, where service and growth go hand in hand, and craft a fulfilling career that truly makes a difference.
PURPOSE
Working in a call center environment and as an extension of the credit union client(s), the Collection Specialist is responsible for both making outbound calls to credit union members and receiving inbound calls. These calls are aimed at addressing delinquent accounts, bringing them current, and establishing suitable payment arrangements. The Collections Specialist plays a crucial role in monitoring the delinquency levels of accounts. By keeping track of payment patterns and trends, they help in identifying accounts at risk of falling behind and take proactive measures to address them. The Collections Specialist will ensure calls are handled efficiently, members are provided with timely assistance, and any necessary communication with the credit union is had. The Collections Specialist should be friendly, courteous, and empathetic, striving to provide excellent service and support to members who may be experiencing financial difficulties.
ESSENTIAL JOB FUNCTIONS
- Contact credit union members via phone and other communication channels regarding delinquent loans and negative balances to facilitate payment.
- Negotiate payment arrangements and coordinate with credit unions to update account statuses as needed.
- Respond to inquiries from members and contracted credit unions, providing accurate and timely assistance.
- Document all member interactions thoroughly in account notes.
- Monitor team availability and call volume in call center software to ensure adequate queue coverage.
- Ensure compliance with CU*SOUTH collection policies, client-specific rules of engagement, and industry regulations.
- Support team members and contribute to a positive, collaborative work environment.
- Participate in training sessions and meetings with credit unions as needed.
- Perform additional duties as assigned.
SERVICE LEVEL AGREEMENT
- Internal
- Uphold CU*SOUTH's Code of Conduct and P.R.A.I.S.E. Core Values.
- Collaborate and assist team members and management by sharing knowledge and providing guidance to team members as needed.
- External
- Uphold CU*SOUTH Code of Conduct and P.R.A.I.S.E. Core Values
- Create the highest level of standard for all clients regarding collections, and any other services rendered.
- Honor all aspects of client Rules of Engagement.
JOB QUALIFICATIONS
- High School graduate or equivalent is required.
- Credit Union or Banking Collections experience preferred.
- Bi-lingual/Spanish speaking preferred.
- Experience and comfort working with CU*BASE software preferred.
- Excellent verbal and written communication skills.
- Thoroughness, exceptional attention to detail, and good problem-solving skills.
- Ability to work independently and remain calm under pressure.
- Ability to handle difficult conversations with empathy and respect.
- Ability to use discretion when dealing with sensitive or confidential data.
WORK ENVIRONMENT & PHYSICAL ACTIVITIES
CU*SOUTH operates in a professional office building setting as well as remote sites. Some job assignments at CU*SOUTH are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*SOUTH is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.
Notice: This job description is not intended to be, nor should be construed as a contract for employment. CU*SOUTH makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*SOUTH has defined this position to be.
CU*SOUTH will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless doing so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*SOUTH in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*SOUTH, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.
CU*SOUTH is willing to accommodate disabilities to the extent a credit union service organization can without impacting financial control or client service. CU*SOUTH is an Equal Opportunity Employer.
