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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in collections management and member communication, with a strong understanding of financial terms and compliance regulations. Proficient in resolving delinquent loan statuses while balancing individual member needs with organizational policies.
Highest-signal resume keywords
Collections ManagementLoan Modification ExperienceBilingual in English and SpanishCritical Thinking SkillsMS Office Suite Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Consumer Loan CollectionFinancial Responsibility ValidationArithmetic OperationsDebt Collection LawsLoan DocumentationMember Relationship ManagementNegotiation SkillsObjection HandlingPayment RequestsCall Center Operations
Soft Skills
Excellent Oral CommunicationExcellent Written CommunicationEmpathyProblem SolvingAdaptability
Tools & Technologies
Collections Management SystemsBilling SystemsIntranet SystemsMS OutlookMS ExcelMS Word
Certifications & Qualifications
High School Diploma or EquivalentBondable
Industry Keywords
Bank Secrecy ActAnti-Money LaunderingUSA Patriot ActOFACFair Lending RegulationsFinancial InstitutionsCredit UnionsUFCU Products and Services
About the role
Key responsibilities & impact- Service members with past due consumer, commercial, or real estate loans
- Communicate supportively, constructively, and empathetically with members through telephone, email, text, chat, and letters
- Understand the circumstances resulting in members’ past due conditions
- Develop solutions to resolve delinquent loan status
- Conduct independent research and follow-up tasks, including validating financial responsibility and locating member contact information
- Complete documents required for delinquency resolution
- Balance individual member needs with UFCU membership needs while complying with policies, procedures, laws, and regulations
- Validate identities of members and third parties
- Inform members of past due loan status and discover reasons for delinquency, capacity, and willingness to resolve balances
- Propose resolutions, confirm member commitments, and complete follow-up activities
- Provide member service to remove barriers to timely loan payments
- Validate debt responsibility, loan balances, loan terms, and related information
- Provide loan documents and set up, edit, or terminate automated payments
- Advise members about UFCU practices and produce and publish loss mitigation documentation
- Produce written communications and provide accurate information about UFCU services
- Use collections management, billing, telephone, member relationship management, and intranet systems
- Document collection activities in compliance with laws, regulations, policies, and procedures
- Contribute to and participate in systems, process, and procedure improvements
- Participate in projects to develop, implement, upgrade, and replace UFCU systems
- Complete required regulatory training and comply with Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, Fair Lending regulations, and internal controls
- Report to the Assistant Manager – Collections
Requirements
What you’ll need- High School Diploma or Equivalent
- Minimum of one (1) year of experience collecting secured or unsecured consumer loans
- Minimum of one (1) year of experience with personal computer and word processing/spreadsheet software (MS Office Suite)
- Must be bondable
- Excellent oral and written communication skills
- Strong critical thinking skills
- Proficiency with arithmetic operations, including calculating principal and interest payments given loan terms
- Telephone and negotiation skills for collections, member communication, objection handling, payment requests, and confirming arrangements
- Basic operational understanding of financial institutions, banks, and credit unions
- Basic knowledge of UFCU products and services
- Basic understanding of financial terms, bankruptcy, debt collection laws, call center operations, and collection technologies
- Basic knowledge of MS Office tools including Outlook, Excel, and Word
- Ability to balance individual member needs with those of the entire membership
- Ability to work in a dynamic, high-volume environment
- Consistent attendance and punctuality
- Ability to talk and type simultaneously, think quickly, and locate member contact information
- Preferred: Two- or four-year degree from an accredited college or university
- Preferred: Two (2) years’ experience collecting auto and/or real estate collateralized consumer loans
- Preferred: Six (6) months of banking and/or financial institution experience
- Preferred: Experience with loan modifications
- Preferred: Bilingual in English and Spanish
Benefits
Comp & perks- 100% remote work
- Part-time schedule
- Remote work from Texas, Idaho, Utah, Arizona, or Montana
- Availability Monday through Friday and occasionally Saturdays, extending up to 9 pm CST
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities