Loan Collection Clerk jobs in Spokane, WA

Collection Clerk

Department: Accounts Control

Reports to: Accounts Control Assistant Manager

With the goal of enhancing lives, fulfilling dreams and building communities this position under moderate supervision, performs a variety of critical office duties while supporting our Members and the collection team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.
• Maintains knowledge and adheres to all compliance standards on internal and external policies and BSA regulations.
• Regularly reviews and acts on procedures outlined for assigned tasks. Studies areas lacking in efficiency and suggests adjustments to processes and procedures.
• Capable of professionally conducting oneself via telephone, email, mail and fax with third party companies and their representatives. Responsible for skillfully communicating with others regularly on behalf of the credit union. Must be proficient in navigating challenging conversations with others, including negotiations.
• Maintains orderly and detailed indexed files and records for all assigned accounts.
• Possesses the ability to quickly shift gears from one task to another in order to maintain efficiency.
• Capable of multitasking in an effective and resourceful manner without creating errors.
• Operates computer terminal daily and navigates between several different systems in order to accurately process transactions, access account information, balance transactions, and update member information when necessary.
• Processes all impound, seizure and forfeiture notices received. Communicates with tow companies and police departments as necessary to follow up on impounded and seized vehicles in order to protect Numerica’s interest. Must possess the ability to anticipate how conversations with these third parties should be conducted based on the information provided at the onset.
• Is responsible for handling all Guarantees of Title concerning vehicles deemed a total loss. Includes determining an appropriate value for the member’s insurance company to pay to Numerica based on industry standards, following up with members to cancel warranties and assisting members with filing GAP claims when needed and/or filing GAP claims on behalf of members.
• Handles all negotiated payment items that have been returned to the credit union, which results in an account no longer being in good standing. Places calls to each impacted member until the account is resolved. This includes reviewing reports provided by other departments, which list incoming returns, and taking action to reduce risk to the credit union when possible.
• Processes all returned certified mail affecting Accounts Control. Documents important forwarding information where necessary, and coordinates with collectors to provide time-sensitive information when needed.
• Is responsible for completing the appropriate file maintenance when a partial payment bucket on a loan is incorrect due to a phone payment and fee.
• Documents and completes the necessary file maintenance upon receipt of a garnishment or levy attempt against a member account at Numerica. Sends proper notice of actions completed to the member. Analyzes the account to determine whether closure action should occur and makes recommendations to management. Acts on closure decisions if appropriate.
• Identifies and records all TDRs by creating tracking records and updating logs as needed. Audits TDR tracking records on a monthly basis and reviews monthly reports for accuracy. Adjusts any errors as they are discovered.
• Reviews and approves or rejects all consumer credit counseling company proposals. Determines the member’s ability to pay based on all available information in order to make a decision. Completes file maintenance in Symitar when approving proposals, and updates collection notes with the proper information.
• Follows up with members once notification of returned phone payments has been received. Works with the member to correct the returned payment and accurately documents contact attempts in Numerica’s collection note system. Gathers and processes information to collect payment from members when necessary.
• In charge of completing the appropriate file maintenance when handling reports relating to credit reporting exceptions as a result of actions taken by Accounts Control representatives.
• Submits new records and updates current reporting through ChexSystems in a timely manner, while also completing file maintenance as is needed.
• Manages all ChexSystems disputes sent to the credit union and responds with factual information regarding the member’s dispute in a timely manner. Investigates a variety of data based on the dispute and identifies the proper information to provide to ChexSystems to resolve the dispute.
• Performs actions when decedent notifications are sent to Accounts Control. Such actions include file maintenance to adjust lines of credit, notices to appropriate parties of any changes made to the account, and communication attempts to parties involved in the member’s estate such as attorneys and other representatives.
• Manages the Probate Finder system to file, amend and withdraw probate estate claims. Manually inputs information into Probate Finder when necessary to locate estates.
• Coordinates with attorneys and personal representatives to resolve probate estate claims. Communicates regularly as needed via phone, email and mail with the appropriate parties.
• Responsible for managing GAP claims on current loans. This includes filing claims on behalf of members and following up with GAP companies to ensure all documentation has been provided and payment will be remitted to Numerica. Follows and communicates with necessary parties for all pending claims on a regular basis until they are resolved.
• Works with other departments to limit bill pay services when abuse has been detected, and accounts are no longer in good standing as a result. Reviews reports of such activity and analyzes the need to restrict services.
• Monitors a report which identifies the potential need to remove certain warnings from accounts. Removes said warnings as is necessary, and follows up at a later time to add warnings back if needed.
• Analyzes active chapter 7, 11, 12 and 13 bankruptcy cases to determine whether case closure has occurred, on a weekly basis at minimum. Completes file maintenance if case closure is discovered. Reviews bankruptcy docket to determine whether any reaffirmation agreements were filed in order to properly credit report.
• Services queues containing active chapter 7, 11, 12 and 13 bankruptcy cases to ensure any necessary follow up work is completed. Must have the ability to identify how the credit union should proceed in any active bankruptcy case, regardless of the filing chapter.
• Works alongside the Bankruptcy desk representative to process all discharge notices received for chapter 7, 11, 12 and 13 filings. Follows each account if case closure is pending after discharge to ensure proper credit reporting and file maintenance is updated in a timely manner.
• Assists the Bankruptcy desk representative by processing new bankruptcy filings through completion of the necessary file maintenance while also gathering any documents needed for further review.
• Responsible for accurately processing all Bankruptcy Trustee payments as they are received. Must follow instructions outlined by the Trustee’s office for each claim payment in order to process them properly. Coordinates with the bankruptcy trustee’s office to discuss inconsistencies with claim payments.
• Assists the Recovery desk representative by assigning specific files to third party collection agencies for further collection work. Identifies and organizes any necessary documentation to provide to each collection agency in conjunction with assignments.
• Coordinates with each collection agency on a quarterly basis to gather current aging reports to measure performance.
• Assigns new legal files to attorneys upon approval. Responsible for locating out-of-area attorneys when needed which includes interviewing other credit unions as references, gathering commitment letters, and submitting all required information to Legal/Compliance for approval.
• Maintains the ability to assist the Repossession desk representative by working up new repossession files. This includes file maintenance to document when the repossession occurred, sending proper notices to members, and organizing repossession files for appropriate follow up.
• Handles all payment and invoice posting for the department each day. This includes setting up future promises to pay as applicable for recovery payments received on charged off accounts. Must have a firm understanding of the proper GLs to post to and from, and must also identify proper comments to apply to member accounts when completing transactions. Handles a variety of intricate transactions for our members which require a great deal of consideration and knowledge.
• Balances GLs that Accounts Control is responsible for reconciling each month. Investigates any errors and completes corrections to ensure each GL balances consistently.
• Manages all pending cancellable refunds due for repossessed asset loans. Identifies and documents the type(s) of refunds due upon repossession, and requests said refunds from dealerships and/or internally. Responsible for diligently following up on initial requests if refunds are not received within a timely manner. Must maintain organizational skills which allow for follow ups to occur weekly at a minimum.
• Responsible for prioritizing all queues assigned to this position on a daily basis, in addition to any other work assigned. Identifies which tasks take priority, and how to effectively process all assignments within the allotted work schedule.
• Effectively incorporates CARES Principles in daily behaviors and interactions: Connect – Create a welcoming, energized, and warm environment, Ask – Discover and confirm others’ needs to ensure they feel understood and known, Resolve – Take personal and full responsibility for meeting others’ needs, Elevate – Commit to long-term personal and organizational growth and improvement, Strengthen – Invest in our Numerica community and beyond.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

No requirement.

PERFORMANCE STANDARDS:

Persistent in following standard collection practices, accurately recording collection activity and file information, and maintaining a professional and positive attitude toward delinquent borrowers and the job of collections. Must maintain a cooperative and positive attitude toward members, other employees of the organization and maintain a professional appearance and demeanor. Must have the ability to communicate effectively with members and other employees of the organization in addition to third party vendor representatives.

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED), plus 6 months related experience and/or training.

Preferred: Relevant training in a credit union, bank or other financial institution.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple and professional correspondence. Ability to effectively present information in one-on-one situations to members, creditors, external credit granting organizations, other employees of the credit union, and third party vendors.

INTERPERSONAL SKILLS

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating, influencing and training others. Outside contacts become important and fostering sound relationships with other entities, companies and/or individuals, becomes necessary.

CERTIFICATES, LICENSES, REGISTRATIONS:

No requirement.

OTHER SKILLS and ABILITIES:

Ability to operate general office machines and equipment such as photocopier, fax machine, computer, word processor, personal computer and printers. Notary is beneficial. Ability to effectively communicate verbally and in writing. Ability to work in a team environment. Ability to accept and act on feedback. Ability to handle stressful situations and maintain composure. Ability to lift up to 25lbs.

The job description doesn’t imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

Numerica Credit Union Benefits and Perks -

https://www.numericacu.com/globalassets/images/pdfs/employee-benefits-summary-numerica.pdf

Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling (509) 385-1660.