Hybrid LPC Collection Clerk en Alta Vista Credit Union

Description

The Collections Clerk supports the credit union’s efforts to reduce delinquency and minimize losses through direct member communication and loan resolution strategies. This position is responsible for reaching out to members with past-due loans, arranging payment solutions, and documenting collection activity in compliance with regulatory and internal policies. The role emphasizes digital member engagement through Eltropy and preparation of restitution loan options to help members bring accounts current and avoid charge-off.

• Provide prompt and courteous service to members in financial distress.
• Uphold Alta Vista’s values of Integrity, Caring, Accountability, and Responsibility.
• Maintain a respectful, solutions-focused approach in all interactions with members.
• Protect member information and maintain strict confidentiality.
• Conduct proactive outreach to delinquent members via Eltropy text messaging, phone calls, and email to discuss payment solutions.
• Document all collection activity, member responses, and follow-up actions accurately in the collections system.
• Assist in preparing loan workout options, including restitution loan packages, for internal review and member presentation.
• Review account histories to determine appropriate resolution steps (e.g., skip pay, extension, hardship loan).
• Monitor accounts for CPI cancellations, repossession risk, and charge-off eligibility.
• Coordinate with repossession agents, insurance providers, and third-party vendors as needed.
• Respond to member inquiries related to past-due notices, loan defaults, and collection notices.
• Maintain accurate and updated member contact information.
• Follow all relevant consumer protection laws and regulations (e.g., FDCPA, FCRA, ECOA).
• Collaborate with loan officers, the collections team, and management to resolve delinquent accounts effectively.
• Participate in ongoing training related to collections practices, digital communication, and compliance.
• Other duties as assigned to support the overall goals of the Collections Department.

Requirements

• High school diploma or GED required. Associate’s or Bachelor’s degree in business, finance, or a related field preferred.
• 1–2 years of experience in a financial institution or customer service setting preferred; lending experience a plus.
• Basic understanding of consumer loan products and credit principles.
• Familiarity with credit reports, income verification, and loan processing workflows preferred.
• Strong attention to detail, organizational skills, and ability to multitask.
• Professional communication skills (written and verbal) with a focus on member service.
• Proficiency in Microsoft Office (Word, Excel) and ability to learn credit union software systems.
• Ability to work both independently and collaboratively in a fast-paced environment.