Member Care Representative I presso CENTRAL STATE CREDIT UNION

Description

Position Title: Member Care Representative I

Department: Member Care

Reports to: Member Care Manager

FLSA Classification: non-exempt

Compensation: $22.00 - $27.38 per hour

Job Summary:

The Member Care Representative I’s primary responsibility is collecting payments on past due accounts, researches and analyzes historical data on past due accounts; initiates contact with members by telephone, letter, or email to determine reasons for delinquency and educate them on their available options. 

Supervisory Responsibilities:

None

Duties/Responsibilities:

• Maintains accurate and legible documentation on past due accounts and collection process. 
• Educate members on proper payment processes by using resources such as SWBC (online payment portal) and mobile deposits.
• May negotiate and establish repayment of past due accounts within defined guidelines, such as workout loans, extensions, and due date changes.
• May direct members on possible total losses and the claims process, addresses issues including, but not limited to, Collateral Protection Insurance and processing Debt Protection Claims.
• May be responsible for assigning, monitoring, and tracking repossessions.
• May be responsible for conducting preliminary investigations on known or suspected fraud or straw purchases.
• May be responsible for effectively communicating and interacting with insurance agencies.
• May be responsible for processing daily mail for delinquent, charge-off and recovery payments; evaluates irregular and regular payments on past due accounts and determines how payment will be applied (example: principle, interest, escrow, etc.). May review records and transactions to resolve misapplied payments.
• May deal with Notices of Stored Vehicles and determines the best method for resolving impound issues.
• Complies and generates reports as required.
• Adheres to all established credit union policies, procedures and guidelines including, but not limited to, FDCPA (Fair Debt Collection Practices Act), BSA (Bank Secrecy Act) policy and procedures to complete Currency Transaction Reports, Elder Abuse, and monitor for and report suspicious activity.
• May be required to work weekends and late-night shifts on a rotation basis.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Basic understanding of balancing collection general ledgers.
• Basic understanding of Repossession Laws and regulations, Bankruptcy Chapter 7 & 13 Laws and Regulations.
• Solid verbal and written communication skills. 
• Solid interpersonal and customer service skills.
• Solid organizational skills and attention to detail.
• Solid time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

• High school diploma or equivalent required.
• Minimum three – six months prior teller experience or related collector experience.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• May require standing and walking 25% of the time, lifting up to a maximum of 50 pounds, and other physical actions that include stooping, kneeling, crouching, crawling, reaching, pulling, and pushing.
• May be required to work in an environment with high noise levels and unpredictable temperature and ventilation. 

The above information on this position has been designed to indicate the general nature and level of work to be performed by employees designated for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, or physical requirements.

Central State Credit Union is an equal opportunity employer.