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Tasks
1. Reviews the status of delinquent loan and/or credit card accounts assigned daily.
2. Sends out delinquency notices, types correspondence for collections department. (STAR S400M)
3. Initiates calls to delinquent members, follows up on delinquent loans, phones for interest and partial or full payment, and makes payment arrangements as needed.
4. Answers written and oral inquiries about missed payments, payment notices, finance charges, due dates, loan and payoff balances, credit ratings, etc.
5. Resolves member inquiries on credit reports and corrects with the appropriate credit bureau when necessary.
6. Corrects errors due to posting, data input, payroll problems, automatic transfer difficulties, etc.
7. Performs skiptracing duties as directed. (STAR S400M)
8. Maintains detailed written record of all communications about delinquency—either by hand or online.
9. Receives and writes receipts for mail payments and routes to teller.
10. Prepares information needed by collection agency and/or attorneys.
11. Monitors accounts sent to collection agencies and/or attorneys and posts receipts. (STAR S400M)
12. Prepares monthly reports of loans for charge-off by the board of directors.
13. Prepares monthly “delinquent loans by type” report.
14. Maintains monthly “small balance” report.
15. Provides credit ratings to other creditors and credit bureaus as directed.
16. Assists with repossessions as directed. (STAR S400M)
17. Copies, files, and completes paperwork as directed.
Knowledge of…
• Collection agency procedures
• Credit union’s computer system
• Credit union’s correspondence formats
• Credit union’s delinquency procedures
• Applicable regulations and laws
• Knowledge of procedures for keeping records
• Applicable computer programs
• Credit union’s guidelines for charge-offs
• Credit union’s guidelines for disclosing member information
• Credit union’s skiptracing procedures
• Guidelines for small balances
• Information that needs to be in delinquency reports
• Procedures for repossession
• Types of delinquent loans
• What information is needed by the collection agency
• Which credit bureau to contact
Skills in…
• Analyzing information
• Communicating in writing
• Communicating verbally
• Entering data
• Following up
• Gathering information
• Investigating
• Listening
• Negotiating
• Organizing
• Paying attention to detail
• Performing general clerical skills
• Proofreading
• Reading credit reports
• Showing calmness under pressure
• Showing empathy to members during stressful times
• Solving problems
• Typing
• Using telephone etiquette
Behavior
• Persuasiveness
• Tactfulness
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