Temporary Solution Specialist bei Tucson Federal Credit Union

JOB TITLE:                                                  Solutions Specialist

REPORTS TO:                                Solutions Manager

SUPERVISES:                                 None

EXEMPTION STATUS:     Non-exempt

Starting Hourly Rate: $21.00

PRIMARY FUNCTION:

Protect the assets of the credit union by building professional relationships with past due members to facilitate the prompt collection of delinquent accounts. Prepare necessary documentation and/or initiate legal actions that maximize recoveries.

ESSENTIAL FUNCTIONS:

1. The timely collection and follow-up of delinquent accounts to mitigate losses.
2. Adhere to the Fair Debt Collection Practices Act and Bankruptcy regulations.
3. Provide first line of support by answering collection related questions from frontline staff and members.
4. Thoroughly analyze each situation and offer solutions when applicable to help mitigate continued loss risk.
5. Locate and secure collateral in a timely and lawful manner.
6. Follow establish delinquent account collection guidelines.
7. Document all actions taken on delinquent accounts by documenting the collection system in clear, thorough, and concise manner.
8. Respond to specific requests from the Solution Coordinator Supervisor, Director of Lending & Solutions and the VP of Lending & Solutions.
9. Strict adherence to TFCU’s attendance and punctuality policy.

OTHER DUTIES/RESPONSIBILITIES:

1. Make verbal or written contact with members who have delinquent accounts; analyze information to determine appropriate course of action to maximize recovery.
2. Conduct full account research to identify accounts delinquent due to accounting errors including but not limited to administrative errors, posting errors, and payroll problems; take corrective action as needed.
3. Prepare any payments received for appropriate account credit or posting. Transfer funds to delinquent loans as needed and allowed.
4. Monitor accounts for level of deficiency and follow established procedures; issue final demand letter, skip trace vehicle, and initiate repossession orders as authorized by Solution Coordinator Supervisor.
5. In conjunction with the Solution Coordinator Supervisor, review accounts to be recommended for charge-off, repossession, or referral to attorney; keep Solution Coordinator Supervisor and Director of Lending and Solutions informed of difficult or unusual accounts.
6. Initiate coverage from credit union’s carrier (CPI) if needed; monitor skip trace initiated by insurance company for any missing vehicles.
7. Adhere to account security and privacy regulations when determining release of information to third parties such as outside collections agencies, attorneys, etc.
8. Continually monitor current accounts with past due tendencies to ensure payment is received in a timely manner.
9. Perform other related duties as required or needed.

KNOWLEDGE, SKILLS AND ABILITIES:

1. A basic knowledge of consumer and commercial lending.
2. A working knowledge of collection practices such as skip tracing and repossession.
3. Ability to maintain confidentiality.
4. A familiarity with the Bankruptcy Code.
5. A working knowledge of credit union operations, policies, and procedures.
6. Outstanding negotiation, communication, and listening skills.
7. Strong analytical skills, conflict resolution skills and problem-solving skills.

Level 1 - Specialist

• Experience: Requires 1 year of collections-related experience, with a focus on mid-stage delinquency.

• Education/Training: A high school diploma or GED is preferred. Must have a beginning level of training in Microsoft Word, Excel, and Outlook.

• Knowledge: Possesses basic knowledge of consumer and commercial collections and general lending.

• Courses: Must complete BVS courses 801, 116, and 180 upon entry into the position.

Level 2 - Generalist

• Experience: Requires 3 years of collections-related experience. This level involves working with later-stage delinquency, including skip tracing, door knocks, repossessions, and charge-offs.

• Education/Training: A high school diploma or GED is preferred. Requires an intermediate level of training in Microsoft Word, Excel, and Outlook.

• Knowledge: Possesses intermediate knowledge of consumer and commercial collections and lending. Also needs general knowledge of mortgage loans and delinquent taxes.

• Courses: Must complete BVS courses 355, 351, 429, and 352. An additional two courses will be determined by the Director of Lending and Collections and the Solution Coordinator Supervisor. These must be completed within 120 days for external hires or before advancing to this level for internal employees.

Level 3 - Expert

• Experience: Requires 6 years of collections-related experience. This level demands expertise in later-stage delinquency, including repossessions, charge-offs, and foreclosures.

• Education/Training: A high school diploma or GED is preferred. Requires an intermediate level of training in Microsoft Word, Excel, and Outlook.

• Knowledge: Possesses expert knowledge of mortgage loans and delinquent taxes, and intermediate knowledge of consumer and commercial collections and lending. Has a high-level ability to de-escalate and resolve member situations.

• Courses: Must complete BVS courses 355, 351, 429, and 352. An additional four courses will be determined by the Director of Lending and Collections and the Solution Coordinator Supervisor. These must be completed within 180 days for external hires or before advancing to this level for internal employees.

• Additional Responsibility: Can serve as a backup to the Solution Coordinator Supervisor.

Qualifications:

1. Knowledge of consumer lending regarding loan documents and the collection of accounts.
2. Knowledge of credit union operations, policies, and procedures.
3. Knowledge of the Microsoft Office Suite products, specifically Outlook, Word, Excel and Power Point.
4. Basic writing and math skills (adding, subtracting, multiplying, dividing).
5. Ability to speak using proper grammar to effectively communicate and convey business principles to members.

Physical Demands:

1. Sit, stand, walk and bend: While performing the duties of this job, this position is regularly required to sit, stand and walk about inside the Corporate Office.
2. Use of hands/fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine and printer.  Additionally, this position is frequently required to sit and reach with hands and arms.
3. Speech/hearing: This position frequently communicates via phone and in person.  Must be able to talk to/hear members and staff.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job.  They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job.  This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an "employment at will employer.”