Collector II

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025. 

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

HOURS FOR POSITION: Monday - Friday 8:00am - 6:00pm,  Saturday 9:00am-1:00pm.  

Hiring Range - $29.21/hr - $36.51/hr

SUMMARY OF POSITION

Collector II position is responsible for performing activities associated with all delinquent, fraudulent, and credit card accounts with intent to protect the assets of Tower Federal Credit Union.  Reviews all delinquent accounts and contacts members to resolve the past due account(s). Performs duties that include telephone calls, emails, sending letters and system data entry to document collection work/activity. Utilizes various techniques, as circumstances indicate, to promptly collect delinquent balance accounts. Ensures Tower FCU professional image is maintained, while following all established regulatory policies. Serves as a back-up for administrative collection activities. May receive day to day direction from the Senior Collector or other management.

This position requires compliance with Federal and State regulatory statutes, as well as internal policies and procedures. 

PRINCIPAL ACCOUNTABILITIES and FUNCTIONS: 

1. Responsible for supporting, demonstrating and promoting the Credit Union service culture.

• Provides exceptional service to all Tower Federal Credit Union members by demonstrating, following, and supporting the Inspired Financial Service promises and standards, along with the Credit Union Mission, Vision and Values.

1. Responsible for the effective and professional performance of collections functions

• Utilizes effective human relation skills and various forms of persuasion to present a positive image given the inherent negative situation. Answers questions and complaints relevant to Department functions. Determines reason(s) for delinquencies and works toward creating a permanent solutions. Minimizes losses by initiating early actions.
• Receives Delinquent reports from the computer system and verifies the status of the accounts.
• Contacts delinquent loan members to collect or make payment arrangements utilizing various collection methods.
• Evaluates loan and account contracts for Tower’s options, including the right of off-set and cross-collateralization.
• Follows-up on delinquent accounts by telephone, personal contact and/or written correspondence to secure a satisfactory explanation and/or resolution to the loan account status. Discusses possible payment options, informs members of potential legal actions and/or suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until the account is resolved, charged off or referred to an attorney.
• Utilizes further appropriate collection methods if initial attempts do not secure required payment (include Accurint, skip tracing, Internet search, repossession of security, etc.).
• Obtains member authorization for electronic payments or transfers.
• Coordinates repossession activities including but not limited to assignment and tracking.
• Monitors modifications to ensure payments and track expirations, and updates the system as needed.
• Provides financial counseling to members as needed.
• Performs collections efforts in accordance with Tower Federal Credit Union policies and procedures and ensures all actions are legally compliant.
• Codes accounts for bankruptcy, deceased, and legal when making recommendation.
• First payment defaults, including telephone calls, emails and identifying and correcting problems with automatic transfers, etc.

1. Responsible for the efficient administration of collections activities.

• Document in Temenos collection system all collection efforts not limited to communication, attempted communication and actions taken, including telephone conversations, alternative financial arrangements and written correspondence (mail and/or email).
• Updates member demographic information in Temenos and DNA (if needed).
• Recommend members for hardship; process member hardship request. Sends Intent to repossess letters to delinquent auto loans, and cross collateralized accounts.
• Checks the collections email and voicemail box.
• First payment defaults, including telephone calls, emails and identifying and correcting problems with automatic transfers, etc.
• Assists with training and mentoring of co-workers.
• Completes a team training when requested by senior or management.

1. Responsible for ensuring that professional business relations are established and maintained with members and external contacts.

• Required to maintain Tower Federal Credit Union professional reputation throughout the collections processes and while in contact with its members.
• Always adheres to confidentiality when it comes to members and Tower Federal Credit Union.

1. Responsible for establishing and maintaining effective communication and coordination with Company personnel.

• Always keeps management informed and updated of all activities and significant problems.
• Participates in all required meetings, Credit Union functions, and trainings.

1. Responsible for all related duties as required or assigned.

• Maintains a clean, secured, and well organized work area.
• Management may assign additional duties and responsibilities as deemed appropriate.
• Always stays educated and informed of all changes in Collections policies, procedures, and all state and federal laws.

1. Performance Measurements

• Meets or exceeds the expectations as defined in the Performance Review Competencies and goal assigned
• Good working relations exist with area personnel and with management. Management is appropriately informed of area activities and significant problem accounts
• Professional business relations exist with members. Members are properly assisted with their financial problems and their questions are answered in a courtesy manner.
• Appropriate collections actions are instituted which are in accordance with established Tower Federal Credit Union policies and are legally compliant.

REQUIRED QUALIFICATIONS:

• High school graduate with 3 or more years of collections experience.
• Knowledge of State and Federal collection laws and procedures.
• Knowledge of Fair Debt Collections Practices Act, Fair Credit Reporting Act and limited knowledge of bankruptcy law, contract law, SCRA, etc.
• Must possess knowledge of relevant repossession laws and demonstrate ability to research specific of state repossession laws as these regulations can vary by state. (competencies)
• Must meet competencies skills for promotion opportunities within the grade

COMPETENCIES:

• Ability to operate 10-key adding machine and typewriter
• Ability to competently operate PC in Microsoft Windows environment, of applications such as Word, Excel and DOS
• Ability to operate a PC in an Internet environment
• Ability to read, analyze and interpret procedure manuals
• Ability to make persuasive presentations and provide explanation or instruction in one-on-one situations over the telephone
• Ability to write effective, concise, complete correspondence to TFCU members
• Ability to write routine reports, internal and external communications
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Able to take and follow instructions
• Able to make sound decisions and recommendations regarding delinquent accounts
• Able to take and follow instructions with minimal supervision
• Ability to prioritize diverse job assignments and meet established deadlines
• Ability to complete tasks with a high degree of accuracy and attention to detail
• Ability to handle a multitude of tasks in a high stress environment
• Able to arrive at work routinely and promptly and demonstrate consistent dependability to include attendance.
• Ability to maintain sensitive and confidential information
• Able to get along with colleagues and supervisors
• Ability to respond to sensitive inquiries and complaints in a timely and professional manner
• Ability to provide constructive feedback to any individual you are charged with training
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC. 

WORK CONDITIONS:

• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift up to 20 lbs. with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
• Ability to work flexible hours including overtime as deemed necessary by departmental needs