Account Resolution Specialist/Collector II

Position Summary

Champions Orlando Credit Union’s Mission, Vision, and Values always endeavors to ensure that the organization is achieving its mission to build lifelong relationships with each member, internally and externally, by empowering their financial momentum. Responsible for the timely collection of delinquent accounts. Works administrative duties such as filing lawsuits with legal counsel on small claims, bankruptcy, repossession, total loss, and forced placed insurance. Works within the established department policies and procedures to ensure that the credit union’s delinquency and charge off ratio is within parameters established by management. Adds value to the credit union by reviewing delinquent accounts and taking the appropriate action necessary to ensure the credit union receives payments. Appropriate action taken at the appropriate time reduces credit union losses.

Essential Duties and Responsibilities

• Contact assigned segment of delinquent accounts by phone and mail; provide assistance and support to members in financial difficulty by identifying mutually agreeable payment arrangements, maintaining excellent member service and strong relationships.
• Responsible for filing small claims and lawsuits with our legal counsel.
• Responsible for working bankruptcy accounts.
• Responsible for filing claims (GAP, Warranty, CPI, Secretion, Premium deficiency, etc.).
• Review and perform effective collection actions on delinquent accounts which may include Deceased Member Accounts, late-stage consumer loans, mortgage loans and business loans through completion while following credit union policy, procedures and applicable state and federal laws including FDCPA.; Research and respond to lender inquiries.
• Responsible for assigning repossessions according to the credit union’s procedures.
• Analyze financial situation of delinquent borrowers; review accounts for workout arrangements such as extensions, interest only payments, forbearance, and partial payments and for action such as repossession, foreclosure, legal filing, closure, suspension and charge off.
• Maintains awareness of departmental workflow and priorities and assists team members with escalations and complex collection issues as needed.
• Provide support to team members when management is not available, including review of repossession recommendations and legal notices for approval. Assist in training of new team members; support and participate in continuous improvement activities.
• Maintain accurate files and reports on all collection's activity; Ensure documentation is accurate and complete.
• Stay current on collection process knowledge, legal/regulatory requirements, and trends.
• Utilizes skip tracing methods, including social media, to locate members, employers, collateral, etc.

• Recognizes when a loan has Payment Protection coverage, understands the protections provided and assists members with claim filing.
• Handles complex loan delinquency issues due to death, divorce and bankruptcy following industry standards, policies, and procedures.
• Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.
• Support the Credit Union's culture of compliance by understanding and complying with all federal and state regulations, including the Bank Secrecy Act and OFAC as applicable, including but not limited to adherence with BSA/AML and OFAC policies and procedures regarding large currency transactions, monetary instruments, wire transfers, member identification, OFAC screening, the completion of training, and reporting suspicious activity to the BSA Officer.
• Responsible for recovery goals.
• May perform other duties as assigned.

Education

• Minimum Education: High School diploma with 2 years of experience or an associate degree.

Skills

• Knowledgeable in the usage of Excel and Word programs.
• Must have excellent professional communication skills.
• Excellent organizational skills and be able to multi-task with successful results.
• Exhibit professional demeanor in all situations.
• Good problem solving and research skills.
• Exhibits a "team" attitude throughout the organization.

Abilities & Additional Requirements

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature.
• Work may involve motivating or influencing others.
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
• Working knowledge of the loan modification process as well as the repossession and collateral liquidation process.
• Working knowledge of general collection practices:

1. Must have a strong background in the Fair Debt Collection Practice Act (FDCPA).
2. Fair Credit Reporting Act (FCRA).
3. Fair and Accurate Credit Transactions Act (FACT Act).

Physical Functions: Physical requirements involve performing general office activities. This role will require you to regularly sit and talk for long durations. The role will also frequently walk, reach with hands and arms, and will occasionally lift up to 25 pounds.

Working Environment: Normal climate-controlled office setting with moderate noise. This job operates in a clerical office setting and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty with or without accommodation. The requirements listed above are representative of the knowledge, skill, physical demands and /or ability necessary to achieve success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Link: Accommodations | U.S. Department of Labor (dol.gov)

Equal Opportunity Employer

Orlando Credit Union is an equal opportunity employer. OCU prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Benefits:

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with company match
• Paid time off
• 11 paid holidays
• Employee discounts
• Tuition Reimbursement
• Professional Counseling & Family Support
• Additional benefits