Who is Quorum
Quorum Federal Credit Union is a national employer of choice that attracts, develops, enables, and retains the right resources to drive the organization forward. We are a human-centered organization that delivers a positive work journey and is committed to enhancing the lives of our employees and helping them to grow personally and professionally. We offer a unique value proposition to employees including Total Rewards, Work Journey, Work Paradigm, and Q-DNA to improve work-life balance and help employees live happier, more productive lives while contributing to our mission.
Job Description Summary
The Part-Time Collections Specialist is primarily responsible for working through an early-stage delinquencies queue by making outbound collection calls while also responding to inbound calls from members.Works closely with the Loss Mitigation Supervisor of Loan Servicing to minimize loan losses through timely collection efforts to support the execution of the residential loan servicing strategy that supports the organizational goals of driving digital, frictionless experiences for our members and partners.
This position requires a commitment to an assigned schedule and works a maximum of 27 hours per week.
Key Job Responsibilities and Accountabilities
Monitors collection queues closely to ensure timely calls are made and returned and prioritizes the completion of tasks required to bring the queue back to a manageable volume.Services member’s consumer and residential mortgage loan accounts by investigating problems and finding resolutions to help overcome objections that members may have about making payments and working towards solutions that best fit the member needs, creating a positive member experience.Interacts with members who are less than 30 (Account Servicing) or greater than 30 days (Collections) past due, by providing assistance, answering questions and processing requests by phone.Understands the expectation that every member in their collections queue should have contact on a pre-determined schedule and performs to the expectation.Immediately notifies the leadership team if any issues arise that might prevent adherence to the expectation.Answers incoming member calls regarding billing issues, service questions and general concerns; assists members with disputes and inquires, as well as reconciling payment history.Answers inbound calls on charge-off accounts and determines necessary actions.Researches members’ questions regarding problems with their accounts/loans.Advises members of necessary actions and strategies for debt repayment.Utilizes prudent judgment and excellent negotiation skills to analyze the member’s ability to pay and arranges for debt repayment or establishes repayment schedules, based on members’ financial situation. Utilizes standard as well as innovative techniques to locate and contact customers, including skip tracing.Locates and notifies members of delinquent accounts through numerous contact channels (via telephone, mail, email, text, personal contact, and/or skip-tracing methods) to solicit payment and/or educate members about loan products.Monitors overdue loans, prioritizes collections efforts, and reports on results on a consistent basis. Immediately notifies Supervisor of any significant situations which may cause harm or loss to the Credit Union.Provides thorough and accurate documentation to member accounts through our communication channels; records information about financial status of members and status of collection efforts.Consistently achieves productivity standards related to calls per hour and quality of documentation while maintaining superior call quality assurance results.Ensures compliance with established policies and procedures. Identifies areas of opportunity for optimizing results and improving member satisfaction.Promotes and demonstrates a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors.Keeps abreast of industry developments including but not limited to changes in regulations and technology.Takes personal initiative in following all Credit Union policies and procedures, Bank Secrecy Act, and compliance regulations, as well as completing all required and job-specific training. Raises and/or addresses compliance issues for evaluation, investigation, and resolution.Performs additional duties deemed necessary and as required by Supervisor.Scope
The Part-Time Collections Specialist works under close supervision following established guidelines and procedures and exercises some independent judgment. This person must be results oriented, self-motivated, and creative while being highly productive.
Job Requirements, Competencies, and Skill
- High school diploma or GED is required.Bachelor’s degree in Finance or related discipline is preferred; will consider experience in lieu of degree.
- Minimum of two (2) to four (4) years’ directly related experience in a financial institution offering consumer and residential lending products.
- Strong verbal and written communication skills.
- Excellent problem-solving, organizational, analytical, verbal, and written communication skills.
- Strong decision making and time management skills with the ability to manage multiple projects/duties simultaneously.
- Trustworthy with the ability to maintain highest level of integrity and trust.
- Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint is required.Familiarity with SQL and Tableau, as well as Black Knight – MSP and Synapsys, is a strong plus.
- Working knowledge of FDCPA and FCRA.
- Knowledge of and ability to explain wide variety of consumer loan products.
- Experience in mortgage servicing operations, including knowledge of (investor, escrow, payoff, cashiering, ARM, etc.)
- Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, MI, and various other investor/insurer loss mitigation requirements.
- Proven problem solving, decision-making, negotiation, and analytical skills.
- Ability to work independently and resolve complex issues in a fast-paced high-pressure performance environment while consistently meeting strict deadlines.
- Understanding of FDCPA, consumer credit laws, financial analysis and bankruptcy knowledge preferred
- Multi-state loan servicing experience preferred.
Environmental / Physical / Mental Requirements
- Stable internet connection with speeds high enough for video conferencing and screen sharing
- Smartphone with current iOS/Android OS
- Prolonged periods sitting at a workstation and working on a computer
- Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone
Compliance/legal requirements
- Quorum is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.
- Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for qualified individuals with disabilities throughout the application and employment process.
**PLEASE NOTE**
We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico
Wage range is $21.00 to $25.00 per hour. Individual wage will vary based on skills and experience.
Benefits: Paid Time Off (PTO)
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