Loan And Share Mediator

Job Title:

Collections Specialist

Job Description

The Loan and Share Mediator is responsible for collecting delinquent loan accounts and resolving related collection issues across a variety of consumer and small commercial products. This role focuses on delivering excellent member service while effectively reducing negative share balances and past-due accounts in compliance with all applicable state and federal regulations.

Responsibilities

+ Collect delinquent accounts assigned by department leadership, including member negative share balances, Master Card accounts, consumer loans, and small-balance commercial loan accounts.

+ Maintain accurate and up-to-date records that may be used in the collection of accounts, ensuring data integrity and compliance.

+ Acquire and preserve current knowledge of state and federal laws related to bankruptcy and apply this knowledge to collection activities.

+ Acquire and preserve current knowledge of state and federal laws related to foreclosure and apply this knowledge appropriately.

+ Make informed recommendations to management regarding repossessions, charge-offs, or additional internal collection efforts.

+ Apply expertise in the Telephone Collection Practices Act and Fair Debt Collection Practices Act when conducting collection activities.

+ Use knowledge of regulations surrounding the right of offset and freezing funds, including considerations related to SSI, SSD, and pension income.

+ Retain and apply state and federal laws governing repossessions to ensure compliant practices.

+ Stay well informed about the Fair Credit Reporting Act and CFPB regulations as they pertain to collections and credit reporting.

+ Follow rules and procedures for handling accounts of deceased members with sensitivity and regulatory compliance.

+ Maintain professional business relationships with outside collection attorneys, repossession agents, and other collection-related vendors to ensure accurate and timely service.

+ Maintain collection figures, reports, and performance data as specified by the department manager.

+ Participate in outbound calling and call center activities to contact members, negotiate payment arrangements, and resolve account issues.

+ Provide excellent member service during all interactions, focusing on call quality, efficiency, and meeting performance goals set by management.

+ Utilize Microsoft Excel and other Microsoft Office applications to support reporting, data entry, and administrative tasks.

+ Perform clerical and administrative duties such as filing, data entry, and maintaining documentation related to collections.

Essential Skills

+ High school diploma or equivalent.

+ Minimum of 2 years of experience in telephone collections or a call center environment preferred.

+ Proficiency in outbound calling and call center operations, including handling high call volumes.

+ Working knowledge of the Telephone Collection Practices Act and Fair Debt Collection Practices Act.

+ Understanding of state and federal laws related to bankruptcy, foreclosure, repossession, and collections.

+ Knowledge of regulations related to right of offset and freezing funds, including considerations for SSI, SSD, and pension income.

+ Familiarity with the Fair Credit Reporting Act and CFPB regulations as they pertain to collections.

+ Ability to maintain accurate records and collection figures using Microsoft Excel and Microsoft Office.

+ Strong clerical and data entry skills with attention to detail.

+ Customer service skills with a focus on call quality and member satisfaction.

+ Ability to work efficiently toward specific performance goals and metrics.

Additional

Skills & Qualifications

+ Experience in a financial institution or collections environment is beneficial.

+ Proficiency with Microsoft Excel functions, including V-lookups, to support reporting and analysis.

+ Experience in administrative assistance, clerical administration, and filing.

+ Ability to build and maintain professional relationships with external vendors such as collection attorneys and repossession agents.

+ Strong communication skills and the ability to handle sensitive member situations with professionalism.

+ Comfort working in a structured, goal-driven environment with regular performance evaluations.

Work Environment

This role operates in a structured call center and administrative environment with a focus on member service and compliance. Standard work hours are Monday through Friday between 8:00 AM and 7:00 PM, with flexibility required to work an 8-hour shift within that window. Saturday hours are 9:00 AM to 1:00 PM on a rotational basis. The position includes approximately three weeks of onsite training, after which the role transitions to a fully remote work arrangement.

The environment emphasizes a strong, positive culture, career growth opportunities within a large financial institution, and clear performance expectations. Benefits for permanent employees include paid time off and other perks that support work-life balance and…