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Job Description

First Financial Federal Credit Union

Job Title: Collector I, II, III

Department: Collections

Reports To: Collections & Loss Mitigation Manager

Salary Grade(s): 7, 8

EEO-1 Job Class: 5 - Administrative Support Workers

FLSA Status: Non-exempt

Location: 72 Loveton Circle Sparks, MD 21152

*** In office position with the opportunity to work a hybrid schedule after the probationary period.

Function:

Assist the Collection & Loss Mitigation Manager in the resolution and collection of delinquent accounts. Offer solutions that help Members achieve and maintain a good credit rating.

Position Requirements:

GENERAL:

• Excellent communication skills

• Organized and efficient

• Motivated to achieve goals

EXPERIENCE:

• Collector I: 0-2 years of experience

• Collector II: 2-4 years of experience

• Collector III: 4-6 years of experience

EDUCATION: High school diploma or GED equivalent

***An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.

Duties:

• Collects a minimum of 90% of your beginning potential assigned consumer monthly loan delinquency to keep delinquency at a minimum.

• Attempts telephone contact with delinquent Members in accordance with the Fair Debt Collection Practices Act (FDCPA). Telephone contact attempts should be done on all numbers including home, place of employment, etc.

• Ensures that all work/communication actions (i.e. phone calls, emails, promises to pay, updates, etc.) are documented in the collections system to maintain accurate records on all delinquent accounts.

• Ensures that future follow-up dates are maintained to provide maximum coverage of your delinquent queue assignment and guarantee there are no accounts with follow-up dates in the past.

• Communicates a sense of urgency to the Member to pay each account current. Emphasize the need for a specific date the account will be cured in order to prevent the account from aging further.

• Consistently demonstrates a courteous, tactful and professional approach when communicating with Members in accordance with established service standards. Demonstrates concern and respect for others in all interactions, and inspire confidence and trust.

• Updates Member contact and employment information on a regular basis. Asks probing questions to identify cause of delinquency and expected plan/time of payment.

• Regularly conducts skip tracing and account analysis in attempts to obtain good contact information for the Member and/or location of collateral.

• Counsels Members regarding finances and maintaining a good credit rating.

• Analyzes reasons for hardship and develops win-win solutions for Members by recommending payment and/or workout resolution plans. Follows up on accounts to ensure its return to good standing.

• Interfaces with various departments including Lending, Branch Operations, Member Services, Accounting, and Information Systems regarding delinquent accounts.

• Meets Key Performance Indicator (KPI) metrics to optimize portfolio performance.

• Reports suspected deceptive or fraudulent practices in the Lending and Collections process.

• Assists in maintaining collection records concerning charged off loans.

• Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including but not limited to FDCPA, FCRA, FACTA, TCPA, UDAAP & SCRA.

• Completes all required training and/or certifications as assigned.

• Assists Manager in achieving strategic goals for the department.

• Performs other related duties of similar scope and complexity.

• Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.

Compensation details: 18-26 Hourly Wage

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