Account Recovery Specialist II

Are you looking for an opportunity to let your skills shine? Come join the team at Copper State Credit Union! We aren't so small that growth opportunities are scarce and we aren't so big that you'll get lost in the shuffle. With only 140 employees, we are able to offer similar products and services as our larger competitors, but on a more personalized scale, both with our members and our employees. This approach provides our employees the opportunity to get involved in the organization in a way they may not be able to, in the corporate world. At Copper State Credit Union, we value the contributions of our employees and actively look for ways to be collaborative, within all levels of the organization. Here, you will have the opportunity to roll up your shirtsleeves, put your unique skills to work, and have a voice in developing your role from the ground up.

As an Account Recovery Specialist II, you will:

• Provides service and support in a manner consistent with our member commitment to meet member needs and provides problem resolution and financial solutions. Performs daily tasks from the perspective of serving the member.
• Protect Copper State Credit Union assets, securing repayment as appropriate, and monitoring accounts up to dismissal, discharged or repayment period by recognizing the credit risk, clarifying/prioritizing the problem and implementing an action plan.
• Provide assistance by offering solutions based on member’s individual needs with the goal of negotiating immediate payments and/or promises to pay with specified payment dates and amounts. Identify sources of money to assist members with payment options based on individual circumstances.
• Accurately and professionally document collection systems with details of current contacts and subsequent results for follow up.
• Work various assigned delinquent accounts on a daily basis to obtain promise to pay including, but not limited to, credit cards, negative shares, and all consumer loan types.  
• Conduct effective skip tracing efforts by utilizing techniques such as credit bureau, origination systems, internet, and skip tracing sites to locate information.
• Responsible for collection activities on delinquent loans or other loans that pose a collection problem (e.g. bankruptcy, repossessions, charge-offs, overdraft protection accounts).
• Process claims for credit life and disability insurance, Debt Cancellation Protection, and CPI claims on collateral.
• Submit and manage paperwork for repossession, legal action, garnishment, or assignment to attorney after assessing the risk exposure.
• Review and recommend accounts for monthly charge off.
• Review reports and assess accounts subject to right of offset.
• Maintain and work accounts in bankruptcy status within the limits set by the Bankruptcy Reform Act and ensure credit union standards are met.
• Assist the AVP of Account Recovery in providing on-the job training, mentoring, and coaching for the department.  
• Anticipate escalation and act as a liaison on complex or escalated calls from departments and branches calls to provide resolution when needed.  
• Promote the credit union by cross selling services focusing on members’ needs as necessary.  
• Make decisions on card restrictions and revocation of delinquent lines of credit or credit cards not revoked automatically and maintain as necessary.
• Remain knowledgeable on credit union criteria for account workouts and recommend accounts for workouts when appropriate.  
• Assist members experiencing financial difficulty by making referrals to Greenpath or other consumer credit counseling services.
• Assist with credit report inquiries and dispute verifications.
• Conduct systems testing as needed for the Debt Solutions Department.

To be successful in this role, you will need the following competencies:

Technologically Astute - Demonstrate the ability to use technology to effectively and efficiently perform job functions.

Results Orientation - Keenly aware of personal, team, departmental and credit union wide goals and be able to prioritize and collaborate with others to achieve success. 

A Service Focus - Demonstrate an unsurpassed commitment to exceptional member service. Build constructive working relationships characterized by cooperation, collaboration, and mutual respect. Personify CSCU's role as a Trusted Advisor.

Initiative - Motivated self-starter who measures self against standards of excellence. Display energy and enthusiasm in approaching the job. Wants to get in on the ground floor and create something from scratch. A bit of an entrepreneurial spirit goes a long way in our environment. 

Eye for Quality - Take responsibility for providing timely and accurate information, responses and decisions to internal and external members. Willingly accepts and embraces constructive coaching and feedback as needed. 

Flexibility - The ability to excel in a high stress environment, adapt to changing business needs and work priorities needs is a must. Develop fresh ideas that provide solutions to all types of workplace challenges.

Company Overview

Join a winning team and a dedicated Credit Union! We have been offering quality financial service to members and their families since 1951. As a credit union, we are a not-for-profit financial cooperative, which means we operate to serve our member-owners. This makes us quite different from other financial institutions. Since 1951, we have focused on building lifetime relationships by continually expanding our products and services while emphasizing financial security, quality, and convenience in an environment that values and respects members, employees, and business partners.

• Professional well developed interpersonal skills essential for servicing credit union members and projecting a positive image as representative for the credit union. Approaches others in a tactful manner, reacts well under pressure, accepts responsibility for own actions, and follows through on commitments.  
• Requires excellent interviewing and interpersonal skills, ability to listen to members’ needs and promote appropriate credit union products and solutions.  
• Ability to communicate over the phone including complaint resolution, settling disputes, resolving grievances and conflicts, and otherwise negotiating with others.  
• Requires sound and accurate judgment usually with minimal management intervention. Displays a willingness to make decisions in a timely manner, usually within established guidelines. Includes appropriate people in decision-making process and can support and explain reasoning for decisions.
• Requires education equivalent to a four-year high school education or general education degree (GED). Some post-secondary education preferred.
• Minimum of 2 year of direct work experience in collections, repossessions, bankruptcy and loan/member service experience required. 3 – 5 years in related work experience preferred
• Extensive knowledge of collection laws and regulations.   
• Requires knowledge of single PC applications (Word, Excel, MS Outlook) and various bank systems including collections platforms. Knowledge of Fiserv DNA or Jack Henry Symitar is preferred.
• Bilingual in Spanish preferred.
• Working knowledge of credit union products and services, policies, Bank Secrecy Act, USA Patriot Act, and other laws and regulations that apply to credit unions required.
• Ability to manage multiple deadlines while remaining timely with obligations. Must be able to multi task, adapt well to changing priorities and effectively prioritize workflow to meet critical deadlines.