Post Charge-Off Collection Specialist

Position Summary

Principle Duties and Responsibilities

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  Willingness and ability to exhibit Wellby Core Values every day.
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  Works purposefully and is driven to provide the best team member experience.
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  Collect on portfolio charged-off accounts and achieve monthly assigned goals.
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  Initiate contact with debtors via phone, email, text, and mail to aide in collection recovery.
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  Conduct thorough research and review member information to assess their ability to repay debt and determine appropriate collection strategy.
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  Negotiate payment arrangements and settlements within company guidelines.
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  Address any queries, concerns, or disputes raised by debtors related to outstanding debts, ensuring effective resolution, and maintaining professionalism.
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  Record and update payment information on member accounts to maintain accurate up-to-date records.
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  Set up and monitor payment plans to ensure compliance within agreed terms.
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  Strict adherence to all federal, state, and local laws and regulations related to debt collection.
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  Prepare regular reports on collection activities and account statuses.
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  Analyze and report on recovery performance and trends.
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  Works with purpose and is driven to provide results.
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  Willingness and ability to exhibit Wellby Core Values every day.
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  Maintain working knowledge of federal and state consumer protection laws (Unfair, Deceptive, or Abusive Acts or Practices; Fair Debt Collection Practices Act; Fair Credit Reporting Act; Service members Civil Relief Act, etc.), internal policies, procedures which affect Loss Mitigation
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  Maintain an elevated level of member experience and excellent communications with all internal and external business partners.
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  Document all loss mitigation actions taken, such as telephone conversations, letters mailed, texting and other similar activities.
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  Ensure required notifications, including breach and collection letters, collection emails, and any applicable state/regulatory letters, are sent timely to members.
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  Monitor and report charge-off recovery payments.
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  Assist in daily General ledger balance.
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  Perform share transfers for amounts up to authorized limits.
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  Deceased accounts - unsecured debts check in county records for probate. Any funds on deposit will be frozen and applied to debts.
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  Assumes responsibility for related duties and special projects as required or assigned.
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  Performs other duties as assigned.

Knowledge, Skills, and Abilities (KSA)

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  Knowledge of Wellby’s organizational functions, and general operating policies and procedures.
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  Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
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  Knowledge of personal computer, utilizing Microsoft Office Suite.
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  Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
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  Skilled in negotiation and communication
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  Ability to interpret regulations affecting the Credit Union.
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  Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
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  Ability to work effectively across organizational departments and functions to achieve strategic goals.
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  Ability to work in a fast-paced team environment with exceptional customer service skills.
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  Ability to communicate clearly and concisely, orally and in writing.
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  Ability to motivate others and to work in a large cross-functional team dynamic.
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  Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision and establish and maintain effective working relationships with other team members.
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  Ability to coordinate several concurrent activities simultaneously.

Supervisory Responsibilities

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  Team member does not have supervisory responsibilities.

Complexity & Scope of Work

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  The team member performs a variety of related tasks which are mostly routine but are sensitive in nature.
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  Non routine situations or conflicts are usually referred to the supervisor for resolution.
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  Instructions to the team member may be general or specific in nature.
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  Courses of action are determined by established procedures and/or the Vice President, Collections & Loan Servicing.
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  The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
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  Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

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  The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position.  Reasonable accommodations may enable individuals with disabilities to perform essential functions.
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  To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time.  Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings.  The team member must be able to exchange information, in person, in writing, and via telephone.  Some degree of stress results from contact with management and other team members.
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  The ability to observe details at close range (within a few feet of the observer).
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  Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
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  The noise level in the work environment is usually moderate.
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  Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Minimum Qualifications

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  High school diploma or equivalent required.
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  Minimum one (1) – three (3) years of experience in collections, preferably in a post charge-off environment.
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  Strong communication, problem solving, administrative, multitask and organizational skills required.
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  In-depth knowledge of laws and policies related to debt collection.
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  Bondable.

For All Candidates:

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you’d like more information about your EEO rights as an applicant under the law, contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email careers@wellbyfinancial.com or call 281-226-1696 for assistance. 

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish an employment contract and are subject to change at the discretion of the Company.