Hybrid Collector at Navigator Credit Union

Description

Navigator Credit Union is currently recruiting for a full time Collector. If you have a passion for exceptional service, relationship building, and want to be a part of a team that focuses on creating substantial value in the communities we serve, while exceeding goals, we want to hear from you! We encourage all interested, qualified candidates that enjoy working in a fast paced environment to apply. We provide paid vacation after 90 days, paid holidays, 401k with a company match, medical, referral bonus, and several other benefits after 30 days employment for our team members including incentive opportunities. Navigator Credit Union is an Equal Opportunity Employer. Navigator does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.  

Role Overview:  Supports a healthy loan portfolio by proactively managing early and late-stage delinquency using phone, mail, email, secure messaging, and in-person interactions. Balances member needs with credit union risk by providing tailored solutions and ensuring compliance with all applicable laws and policies.

DESCRIPTION OF DUTIES: 

· Contact members to understand reasons for delinquency, identify root causes, and provide solutions such as payment arrangements, loan modifications, or workout agreements. Maintain a professional, empathetic, solutions-oriented approach.

· Respond to customer inquiries by phone, mail, email, secure messaging and in person (could include, but not limited to: requests for CPI claims, GAP and other dealer sold insurances, NADA values, address updates).

· Monitor accounts and recommend further action as deemed necessary (i.e. repossession, legal action, foreclosure, referral to collection agency). Demonstrates judgment and discretion within the framework of all applicable regulations and policies.

· Ensure customer files are kept updated and complete, and all required documents are filed (includes completion of adverse action forms).

·  Collaborate with branch staff and lending teams to resolve member issues, support collection strategies, and assist with cross-functional projects.

· Researches and analyzes data on past due loan accounts, non-sufficient return items and negative share balances, and claims of fraudulent account activities.

· Maintain compliance with federal and state collection laws (FDCPA, UDAAP, bankruptcy), as well as BSA, Patriot Act, and OFAC requirements. Protect member confidentiality.

· Demand of myself, and others, the highest levels of integrity, leadership, accountability and teamwork.

· Other duties as assigned by management.

Qualifications: 

· Minimum 2–3 years in collections or related role (credit union experience preferred).

EDUCATION:  

· High School diploma or equivalent is required.

SPECIFIC SKILLS: 

· Knowledge of bankruptcy, repossession laws, and collection laws. Ability to calculate figures and amounts, such as discounts, interest, percentages, rates, ratio, and yields.

· Excellent negotiation and conflict resolution skills. 

· Excellent written and verbal communication. 

· Proficient with loan servicing systems, Microsoft Office, and adaptable to new technology.

· Able to manage multiple priorities in a fast-paced environment.

· Ability to work independently or as part of a team while achieving production goals.

· Proven ability to use professionalism and phone etiquette when working with members.

ADA REQUIREMENTS:

PHYSICAL REQUIREMENTS:

· Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Sits more than 6 hours a day. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS:

· Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS:

· Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to stay calm when being challenged by customers in a stressful manner.