Collections Representative

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington.
We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence.

Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.

Kitsap Credit Union is hiring a full-time hourly Collections Representative I to work hybrid out of our East Bremerton location. The Collections Representative I is responsible for identifying delinquent accounts and establishing workable means of communication with members to ensuring prompt repayment of loans to minimize losses.

Reports to: Accounts Control Supervisor

Working hours: Monday - Friday 8am - 5pm or 9am - 6pm, Saturday 9am - 1pm (1 Saturday about every 4 weeks)

Grade: 7BC

Job Functions: Collections, Billing, Repossession, Account Management

• Perform transactions and job duties consistently within standards and in accordance with the guidelines of NCUA laws and regulations and the Fair Debt Collection Act. Attend work related courses and seminars and pursue a program of self-development.
• Work within legal guidelines to protect the Credit Union and our Members.
• Ensure delinquent accounts become current by identifying problems and creating a resolution. Arrange and negotiate new payment schedules, modifications, extensions, or other workout solutions.
• Work independently and as a team member with ownership of collection queues. Handle a high volume of calls both inbound and outbound from members and branches. Maintain a high level of confidentiality within the accounts control function and administrative offices relative to any information received directly or indirectly at all times.
• Investigate and attempt to locate members that have skipped by contacting and speaking with the borrower's relatives, past employers, military agencies, Accurint software, credit reports, Allied Solutions, and other skip tracing tools.
• Provide status of delinquent account through effective communication, regular reporting, and accurate documentation of all collection efforts.
• Assist Kitsap Credit Union staff regarding bankruptcies, repossessions, delinquencies, Consumer Credit Counseling (CCCS) Programs, deceased members, legal issues, and other tasks as needed with a strong understanding of financial laws.
• Be able to initiate and collect all necessary data for legal suits pending legal action including but not limited to repossession replevin suits and SKIP claims.
• Diffuse high-tension situations confidently, effectively and professionally. Coordinate with all levels of staff.

• High School Diploma or GED.
• Previous experience in collections or similar environment involving public contact via phone or call center environment.

• Previous experience diffusing difficult customer situations.
• Proficient in Microsoft Office applications and excellent telephone skills.
• Ability to prioritize responsibilities and handle multiple tasks.
• Ability to work independently with minimal supervision and be a team player.
• Ability to work effectively under pressure.
• Ability to work with individuals at all…