The Credit Counselor III plays a critical role in the ongoing counseling, coaching and collection of delinquent member’s accounts. They communicate empathetically to the member and seek to develop long term solutions to resolve delinquent accounts. Makes determinations as to when all collection efforts have been exhausted and refers for legal action or repossession of collateral, as warranted. May assist the AVP Financial Solutions & Lending VP with daily departmental routines and corporate projects, as assigned and provides leadership to Collection staff.
Responsibilities
Contact members with past due loans including secured and unsecured. Provide financial counseling to include but not limited to, loss mitigation alternatives that will provide long term solutions to the present default through formal repayment plans, credit counseling, or loan restructures.
Counsel members that are delinquent due to CPI (Collateral Protection Insurance), make repayment agreements, as necessary. Locate insurance already provided, determine when payments should revert back to normal, catch and request corrections be completed.
Monitor own work list and ensures that appropriate Financial Solutions efforts are done according to the Financial Solutions Process Timeline for all secured and unsecured loans.
Provide information to management on high risk events that may have been disclosed during collection calls, where early intervention may result in reduced losses for the credit union; including sending HUD letters; Notice of Intent to Foreclose.
Contact members on prior charge off list provided by management in order to achieve more in house recovery.
Contact members that have charge off accounts, and send re-payment offer letters, follow up with phone calls. The goal is to achieve recoveries and to prevent account from going to collection agency. Assist with month end reports, where appropriate. Assist and/or handle legal issues with regard to delinquent loans.
Provide prompt and courteous service to internal and external members as stated in Financial Solutions’ Service Standard Promise.
Back-up to payment processing desk – Post payments, reverse payments, review checks for Loan Servicing, post repossession proceeds.
One on one training with all new hires. Point of contact for new employees once released on own.
Complete address and phone number changes on system.
Skip trace on delinquent accounts; CBC; credit report pulling; white pages; Facebook.
Other duties as assigned.
SUPERVISORY RESPONSIBILITIES Depending on the Level of the Position; There are no supervisory responsibilities associated with this position or may be responsible for providing project leadership and support to 2-3 employees in the Financial Solutions department. Includes training, planning, assigning and directing work projects; addressing complaints and resolving problems, both internal and external, all with interface with the AVP Financial Solutions.
Qualifications
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); and four to eight years experience is required. Experience in a credit union or financial institution a plus.
Must be able to cross train in all areas of Financial Solutions.
TECHNOLOGY PROFICIENCY
To perform this job, the employee must possess applicable technology skills and demonstrated expertise. Ability to use Word for Windows, Excel, and other Microsoft Office applications, as well as the ability to learn new applications quickly; requires general knowledge of network and database use. Knowledge of Top Notch Financial Solutions system is a plus.
OTHER QUALIFICATIONS
Supervisory experience preferred. Must be able to interface with the all levels of Management in all departments and branches. Bankruptcy, Repossesion and Real Estate experience is preferred. Ability to speak effectively before groups of customers or employees of organization. Bilingual is preferred: English and Spanish.
BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Employment may be contingent upon BluPeak Credit Union’s receipt of an acceptable and job-related background check, drug screen and credit check, as applicable and permissible by law. BluPeak Credit Union is committed to working and providing reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.
