Collections Associate I

Job Location:

Corporate Office
- Rapid City, SD 57702

Job Category:
Banking

General

Purpose:

Assist with the collection activity on delinquent accounts, prepare reports for Management and the Board of Directors, provide financial counseling to members, and perform quality control audits on loan files and computer records.

• Assist with daily collection operations and maintain the centralized collections queue as directed by the AVP Collections.
• Handle the initial collection of delinquent loans and execute all AVP Collections and CLO approved decisions.
• Act as the first point of contact with members via letter, phone, text message, and email for delinquent loans.
• Make payment arrangements and provide financial education to members, establishing payment plans to bring loans current.
• Work on various Collection Department reports, conduct research, and perform clerical tasks as assigned by the AVP Collections.
• Communicate offsets of funds with members who are in delinquent loan status per applicable loan disclosures.
• Perform skip‑tracing on delinquent accounts.
• Investigate and resolve member credit bureau disputes via mail, email, or phone call.

• Maintain records to support collection activity on assigned accounts.
• Assist the AVP Collections with collection reports for comparability and analysis.
• Assist with calls related to garnishments, bankruptcy, repossessions, and third‑party collections as assigned.
• Direct members to appropriate resources.
• Ensure confidentiality and security of all loans assigned for collections.
• Take necessary actions such as reviewing/revoking credit cards or lines of credit or placing funds on hold when necessary.
• Work flexible hours when deemed necessary by the AVP Collections.
• Perform other duties as may be assigned by the AVP Collections or CLO.

• Laws and regulations affecting lending and collections.
• Bankruptcy, repossessions, and third‑party collections.
• Organization’s policies, procedures, and Credit Union service philosophy.
• Credit Union’s in‑house computer system.
• Credit Union’s products and services.
• Legal, insurance, regulatory, economic, competitive, and technology environments affecting collections operations.

• Vision: sighted to read and interpret financial data.
• Speech/Hearing: ability to communicate verbally and in writing with staff, members, and vendors.
• Manual Dexterity: ability to perform computer‑related input.
• Physical Mobility: moderate mobility required; ability to work flexible hours.

• Understand and follow complex written and oral instructions.
• Comprehend complex functions and procedures; disseminate knowledge clearly.
• Express oneself clearly and concisely in oral and written communication.
• Interact positively with co‑workers, management, and the public, maintaining a team effort and positive attitude under pressure.
• Remain professional and calm during conversations with members in delinquent status.
• Provide financial education and world‑class member service while collecting overdue payments.
• Think critically and provide recommendations for members’ financial well‑being; refer members to appropriate representatives for products/services.
• Prepare and maintain confidential records and reports.
• Gather, assemble, correlate, and analyze facts to develop solutions.
• Analyze statistics and financial data.

• Collections Associate I: High school level of language, math and reasoning skills; 0 to 2 years’ experience in a related field with equivalent responsibilities; formal training supplemented with continuing education.
• Collections Associate II: Meets all Essential functions, knowledge, skills, and abilities of Associate I; 3 or more years of relevant experience in a related field with equivalent responsibilities; formal training complemented by professional development; independent management of collections queue and deadlines; collaboration and cross‑training; flagging accounts for charge‑off; processing garnishments; handling third‑party payments; reporting with internal and…