Collections Analyst - Hybrid

Responsibilities

• Contact delinquent members to prompt and assist them in making arrangements to bring all accounts with Citadel current
• Gather and analyze financial information (including, but not limited to, income, expenses, Credit Bureau Reports) from members to propose and implement solutions for delinquent loans
• Analyze member data to assist management in making decisions regarding recovered assets (vehicles and real estate)
• Make decisions regarding enforcement of Citadel’s offset policies for delinquent member loans
• Make decisions, using collection techniques and financial analysis, that mitigate Citadel’s Risk of Loss while preserving member retention, when appropriate
• Utilize communication and conflict resolution skills to resolve disputes and craft solutions with frustrated or angry members in a calm and professional manner
• Document activities on delinquent accounts, ensuring accuracy and expediency
• Maintain current member information across all utilized platforms (Collection software, Episys Products)
• Counsel members in debt management
• Handle member disputes, complaints and inquiries
• Perform assigned administrative tasks
• Perform such other duties as may be assigned commensurate with the position

The department operates M-F from 8-6, and Sat from 9-1. The eligible candidate must be available for a minimum of two evening shifts (10:00am - 6:00pm) per week, and 2 Saturday shifts per month (hours are subject to change).

• 6 months or more of collection and/or banking experience.
• Mortgage collections experience is preferred
• Demonstrate a thorough understanding of the impact that the collection of delinquent accounts has on the strength and growth of the Credit Union
• Demonstrate effective oral and written communication skills
• Demonstrate effective negotiation skills
• Maintain confidentiality, promote integrity, and support the corporate mission.
• Represent Citadel as a professional
• Bilingual "Spanish/English"

• High School Education