Solutions Representative; Collections

Location :
Address

27000 Evergreen

Lathrup Village

48076

We are currently seeking a Payment Solutions Representative to join us. The person in this position will report to the Payment Solutions Manager.

Job Summary:

Conducts interviews to assess member’s financial situations; recommends solutions to resolve delinquency using creative problem-solving techniques and collection tools. Explains expectations and notifies member of consequences if expectations are not met. Motivates member to implement and stay with proposed solution.

Key Job Responsibilities
:

• Uses a systematic process for identifying delinquent accounts of members/borrowers and follows established methods and procedures for immediately responding to delinquent situations with collection activity.
• Prior to contacting the member, reviews both the account and loan application information to build a profile of the member and understand who they are. Interviews the member in-depth to help further assess their needs and help to determine potential resolutions.
• Consistently uses all stages of the Michigan First sales and service standards when relating to members.
• Maintains good business relations with members, courteously and promptly resolving member problems or questions, and effectively assisting with member account problems.
• Responsible for investigation of fraud cases and possible legal action and collection for delinquent accounts and uncollected checks.
• Reviews collection reports to monitor status of collections and outstanding balances and to evaluate effectiveness of current collection policies and procedures.
• Audits delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigning bad debt status to account.
• Investigates credit report disputes and authorize corrections if necessary.
• Coordinates with others ‑ including the service and system provider’s team members or consultants, credit card companies, credit bureaus, insurance companies, collateral protection agencies, and registry offices ‑ a program, standard procedure and process to ensure that the credit union's risk in lending in reduced to a certainty.
• Takes action to repossess, foreclose, and take possession of collateral security involved in delinquent loans. Conducts evaluations of collateral security and arranges for the disposition of same.
• Stays current with all provisions of the Federal and State Bankruptcy codes and regulations as well as Repossession and Collection Laws.
  
  May represent the credit union in court concerning legal processes connected with collection, bankruptcy, and other creditor/debtor situations. Attends hearings concerning bankruptcy and presents testimony on behalf of the credit union.
• Promotes good working relationships with team and Team Leaders, providing assistance, and appropriately informing the others within the credit union of area activities as needed.
• Becomes/is an advocate of the Michigan First culture, supporting diversity, philosophy and other credit union initiatives. Fosters a positive image of Michigan First via professional representation in all contacts and complies with all of Michigan First’s mission and vision goals. Reflects each of the credit union’s “Isms” in daily job performance. Learns and utilizes the EMEC way (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members and team members.
• Maintains files, records, and journals to provide a chronology of collection activity for every delinquent account, and provides weekly, monthly, and quarterly reports of collection results

• High school graduate or equivalent. Associate’s degree in a related field is preferred
• Three to five years of collection or related experience; understanding or experience with financial institution products and services preferred.
• Must have exceptional customer service skills and interviewing skills including the ability to assess customer needs, meet the quality of standards of Michigan First, and provide member satisfaction. Uses a wide range of communication skills to deal effectively with members and team members.…