Role:
To assist with the overdraft program duties and communicate with staff and members to ensure efficient and effective member service.
Essential Functions & Responsibilities:
30% Contact members regarding overdrawn accounts included by phone, text, emails and letters to provide resolution options.
20% Assist with account charge-offs.
15% Monitor accounts with negative balances or frequent overdraft activity.
10% Assist with repayment plans.
10% Maintain records and member documentation.
5% Assist others within and outside the department as needed.
5% Help process overdraft reports and letters.
5% Perform other job related duties as assigned.
Performance Measurements:
1. Effective communication with members and employees is needed to support daily operations and deliver quality service.
2. Timeliness and accuracy in processing reports and inquiries.
3. Compliance with regulatory requirements and internal policies and procedures.
4. Quality and completeness of documentation and notes.
5. Responsiveness to internal and external inquiries and deadlines.
6. Contribution to minimize risk and improve recovery rates.
7. Actively cross-sell products and services to members.
Knowledge and Skills:
Experience- One year of collections experience preferred with knowledge of account follow-up and delinquency management.
Education- A high school education or GED.
Interpersonal Skills- Basic understanding of credit union operations, particularly deposit accounts. Should be familiar with overdraft practices and regulations. Work involves much personal contact with others inside/outside the organization. Should have effective verbal and written communication skills. Strong attention to detail and accuracy.
Other Skills- Ability to track account progress in internal systems, maintain accurate records, stay organized, and communicate effectively with members.
Physical Requirements
1. Must be able to lift and carry items weighing up to 20 pounds on an occasional basis.
2. Ability to sit or stand for extended periods of time while remaining productive and attentive to assigned responsibilities.
3. Frequent use of hands and fingers for operating computers, office equipment, and processing documents.
4. Ability to move throughout the office environment as needed to support daily operations and member service activities.
Work Environment
Must be able to work in confined - close quarters with groups of people.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.