Summary

• Performs member outreach via telephone and written correspondence to resolve past due loans, maintain member goodwill, protect our collateral position, control TDR impact, and protect the interest of the overall credit union membership.

Key Responsibilities

• Contacts credit union members, via telephone and mail, when loan accounts are past due. Resolves delinquencies, assesses risk and mitigates loss wherever possible, while seeking to maintain member goodwill. Products include but are not limited to mortgages, new or used auto, lines of credit, personal loans, and small business loans.
• Locates members whom we have been unable to reach by using approved skip tracing methods, products, companies, resources and the incumbent’s own collection experience in an appropriate manner.
• Evaluates members suitable for extensions, workouts, and refinances.
• Makes decisions within authority; makes recommendations on more complex cases and presents to management.
• Scans checks if needed and Pulls payments from members’ accounts using established guidelines.
• Conducts line revocation, equity review, repossession assignments and management, insurance claim follow up, pre-foreclosure correspondence and management, and review of potential charge off accounts.
• Counsels members on prudent credit usage, personal financial management, and creating mutually beneficial payment plans when discussing their relationship with the credit union.
• Conducts charge off placement and recovery when appropriate
• Provides support to management pulling reports
• Attends training and education to further enhance collection/member service skill set including on the job work, Credit Union courses, and webinars.
• Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members.