AMERICHOICE FEDERAL CREDIT UNION

JOB DESCRIPTION

 

POSITION:      Collections Specialist                                 REPORTS TO:  EVP – Lending

 

FLSA STATUS:  EXEMPT                                      

 

JOB SUMMARY:

 

Under general supervision ensures effective collections efforts for the organization to include member contact and correspondence.  Pursues direct telephone contact to delinquent members.  Ensures that the “Fair Debt Collection Practices Act” is adhered to as it relates to delinquent member accounts.  Maintains a working knowledge of all services and operations of the credit union.

 

ESSENTIAL JOB FUNCTIONS:

1. Efficient and courteous handling of delinquent loan and credit card accounts.
2. Professional and courteous handling of member problems.
3. Professional, efficient and courteous service to members in person or by phone.
4. Professional, efficient and courteous liaison to vendors, consumer credit offices, credit bureaus and third party legal and collection agents.
5. Professional and efficient communications with all departments in order to promote teamwork and high quality member service.
6. Receive members, in person or by phone, determine nature of business, handle request(s), or refer to appropriate department.
7. Provide routine information, in person or by phone, concerning credit union services or policy.
8. Attain and maintain knowledge of all credit union services to support cross-selling to all members.
9. Make telephone contact with delinquent members.
10. Maintain member confidentiality.
11. Ensure collection notice and letter series is followed.
12. Acknowledge and record arrangements and promises as received; follow-up on all promises and arrangements.
13. Acknowledge and record receipt of payments made by delinquent members.
14. Prepare bankruptcy claims for filing and referral to department manager for review.
15. Recommend accounts for attorney approval.
16. Prepare loan records for turnover to the attorney or a collection agency.
17. Work with Consumer Credit
18. Make telephone contact with negative balance share and draft accounts when requested.
19. Assist and help with negative balances.
20. File credit disability claims and handle all related inquiries.
21. Ensure that the “Fair Debt Collection Practices Act” is adhered to as it relates to delinquent member accounts.
22. Efficient and professional handling of repossessions and foreclosures.
23. Performs field calls when EVP-Lending deems necessary.
24. Perform skip tracing functions as required.
25. Update and respond to credit bureau disputes.
26. Prepare DJ filings and judgments.
27. Recommend to EVP-Lending loans for charge-offs, repossession and/or assignment for legal or agency collection.
28. Attain and maintain knowledge in appropriate bankruptcy and collection laws and regulations.
29. Identify and assist in recordation of liens and security interest filing and follow-through.
30. Performs in a professional manner setting the highest possible standard for the Credit Union.

 

NON-ESSENTIAL JOB FUNCTIONS:

1. Attend meetings and training sessions as required.
2. Perform other duties and responsibilities as required or assigned.

 

QUALIFICATIONS REQUIRED:

High school graduate or equivalent.  Two to three years in lending and collections related experience with a financial institution.  Ability to prioritize accounts.  Working knowledge of computer software.  Knowledge of Reg B.

 

QUALIFICATIONS PREFERRED:

Specialized study in collections desired.

 

KNOWLEDGE, SKILLS AND ABILITIES

 

• Ability to read and write.
• Ability to count and work with numbers and details effectively.
• Ability to work effectively with people at all levels, orally, in writing or by phone.
• Ability to effectively and efficiently communicate orally, in writing, and by phone.
• Ability to deal with members effectively (friendliness, tact and diplomacy).
• Ability to learn, apply, and communicate knowledge of policies and procedures of loan department.
• Ability to learn, apply and communicate knowledge of credit union products and services.
• Ability to coordinate, process and analyze lending documentation and decisions.
• Ability to make sound decisions on issues and justify them.
• Ability to work independently and with little supervision.
• Ability to accurately input and retrieve data from computer.
• Ability to use a calculator.
• Ability to use and learn office machines (i.e. copier, fax, terminals).

 

WORK ENVIRONMENT:

Job requires little physical effort and is basically a desk assignment.  Work creates moderate to heavy stress during certain periods.  Job does not have specific volume and pace of work standards except that the job includes specific deadlines.  Job requires extensive contact with managers, employees, members, outside companies and vendors on a continual basis.  This work requires the following physical activities: sitting, standing, walking, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed primarily indoors.

 

AMERICHOICE FEDERAL CREDIT UNION

JOB DESCRIPTION

POSITION:                   HEAD MEMBER SERVICE REPRESENTATIVE

REPORTS TO:              VP-OPERATIONS

FLSA STATUS: EXEMPT

JOB SUMMARY:

Under general supervision, provides a variety of service functions directly to the members that include greeting members promptly and enthusiastically, accurately and efficiently handling a variety of teller transactions and clearly explaining the features and benefits of the credit union’s products and services. Responsibilities include ensuring branch telephone calls are answered by the third ring and all members are greeted immediately upon entering the branch. Assists Financial Service Representative with opening new member accounts and updates current account contact information with accuracy and efficiency. Responsible for all daily branch operations and ensuring highest level of branch security is followed by enforcing policy and procedures for cash handling, opening and closing of the office and access to the vault/teller line.

 

ESSENTIAL JOB FUNCTIONS:

1. Professional, efficient and courteous service to members in person or by telephone while maintaining member confidentiality.
2. Accurately process deposits, transfers, withdrawals, loan payments and sell negotiable instruments.
3. Accurate balancing of cash and daily transactions for assigned cash drawer, the branch balancing totals, cash vaults and automated teller machines.
4. Conducts daily vault balancing and complete proper documentation of all cash transfers, cash orders and cash shipments.
5. Conducts monthly operations audits, including surprise cash audits, accurately and in a timely manner. Keeps accurate inventory records, and audits all inventory items monthly.
6. Prepare new accounts, close accounts, and complete change of addresses professionally and accurately per member’s request.
7. Responsible to receive, verify and document member wire requests, HELOC advances and the filing of required records.
8. Creates branch operating schedule for adequate staff coverage.
9. Completes maintenance to existing member’s accounts as well as process Visa credit card payments, issue Visa gift cards, complete member check orders and prepare stop payments.
10. Research and resolves member complaints professionally and while following procedures. Documents complaints and keeps supervisor informed as necessary. Ensure member requests and questions are promptly resolved.
11. Serves as backup for Financial Service Representative as necessary.
12. Reviews, documents and processes daily mail items and daily night drop items received under dual control. Ensures these are processed daily, accurately and efficiently.
13. Conducts regular weekly meetings with branch employees to inform and train. Discusses improvement and any changes in procedures. Stays current on new operational procedures.
14. Continually seeks ways to improve branch sales, operations and productivity to meet established branch goals.
15. Ensures all branch personnel are trained to perform various branch duties as necessary. Documents any issues and keeps supervisor informed as necessary.
16. Continually monitors all Member Service Representatives member interaction for professionalism, efficiency and that policies and procedures are being followed.
17. Responsible to understand, monitor and report activity associated with department business objectives to assist the Credit Union’s compliance with the Bank Secrecy Act.

 

18. Performs in a professional manner setting the highest possible standard for the Credit Union while following “The AmeriChoice Way Standards of Service”.

 

 

NON-ESSENTIAL JOB FUNCTIONS:

1. Attend meetings and training sessions as required.
2. Perform other duties and responsibilities as required or assigned.

 

QUALIFICATIONS REQUIRED:

High School diploma or equivalent.  Three plus years experience in teller service in a credit union or other financial institution. Working knowledge of computer software.  Previous supervisory experience.

 

KNOWLEDGE, SKILLS AND ABILITIES

–              Ability to read and write.

–              Ability to count and work with numbers and details effectively.

–              Ability to work effectively with people at all levels, orally, in writing, or by phone.

–              Ability to effectively and efficiently communicate orally, in writing, and by phone.

–              Ability to deal with members effectively (friendliness, tact and diplomacy).

–              Ability to learn, apply, and communicate knowledge of policies and procedures of teller department.

–              Ability to learn, apply, and communicate knowledge of deposit products, transaction products, ATMs, payroll.

–              Ability to accurately input and retrieve data from computer.

–              Ability to use a calculator.

–              Ability to discern cash and coin.

–              Ability to use and learn office machines (i.e., copier, fax, terminals).

 

WORK ENVIRONMENT:

Job requires little physical effort and is basically a desk assignment.  Work creates moderate to heavy stress during certain periods.  Job does not have specific volume and pace of work standards except that the job includes specific deadlines.  Job requires extensive contact with managers, employees, and members on a continual basis.  This work requires the following physical activities: sitting, standing, walking, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed primarily indoors.

 

Submit resume with salary requirements to:

Human Resources

AmeriChoice Federal Credit Union

2175 Bumble Bee Hollow Road

Mechanicsburg, PA  17055

humanresources@americhoice.org

FAX:  717-697-3713

EOE