Payment Solutions Specialist at WEOKIE Federal Credit Union in Oklahoma City, Oklahoma

Job Description:

BASIC FUNCTION

The Payment Solutions Specialist coordinates all incoming and outgoing contact with members in regards to early stage delinquent consumer loans, credit cards, and mortgage loans. An important element of this position is the ability to work with our members to resolve the delinquency in the early stage so the account doesn’t escalate to the next level of delinquency, which will require more stringent collection efforts. 

1) Contacts members with delinquent loans by phone, mail or email to make payment arrangements.

 2) Analyzes accounts and implement most effective strategy to obtain payment. 

3) Utilizes our various skiptracing tools to track down recent information on members with delinquent obligations. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. 

  4) Adding various collection charges and ensures vendors are paid in a timely manner following invoicing. 

5) Assists in the early stages of repossession. 

6) Aides in all bankruptcy situations including attending 341 hearings and being up to date with local and federal bankruptcy rules/laws. 

7) Maintains direct credit disputes through e-oscar while doing proper research on each dispute and answering them in a an effective and timely manner. 

CRITICAL RESULTS

1) Mitigating the escalation of delinquent accounts into a higher level of delinquency. 

2) Having excellent negotiation skills in dealing with delinquent members.

 3) Being able to make decisions on potentially high risk loans that need further action such as referral for legal action or repossession. 

4) Providing consistent and superior service to members and partners alike. 

5) All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls. 

6) Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures. 

QUALIFICATIONS

A. Specialized or Technical Knowledge and Skills: The Payment Solutions Specialist will understand the applicable laws and regulations pertaining to collections and bankruptcy. 

1) Must have a High School Diploma or equivalent. 

2) Well-rounded knowledge using various software applications. 

3) Using mathematics to facilitate daily balancing requirements. 

4) Prior experience in a retail service environment to include member service preferred. 

5) A wellrounded knowledge of the Credit Union’s collection philosophy and how that applies to treatment of members. 

6) Strong ability to research using multiple databases and resources.

 B. Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.

 1) Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values. 

a) Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, and responds to internal members. 

b) Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements. 

c) Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad. 

2) Job Specific Competencies: The position requires a wellrounded and levelheaded individual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position: 

a) Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues. 

b) Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow. 

c) Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems. 

d) Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible, negotiates effectively, solicits performance feedback and handles constructive criticism. 

C. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to see details at a close range. The employee may be required to occasionally lift and/or move up to 25 pounds. 

D. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate.

Equal Opportunity Employer, including disability/protected veterans



Equal employment opportunity, including veterans and individuals with disabilities.

PI265645079

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