Job Description

To collect past due consumer loans to minimize Ent's exposure to risk and loss and ensure maximum return to its members by following Collection Department policies and procedures as well as adherence to State and Federal Laws. Furthermore, the Member Solutions Specialist is responsible for making timely collection calls per performance standards in a professional and non-aggressive manner to correct the pattern of delinquency for our members. This position will work with delinquent consumer loans and negative share accounts not only to collect the past due payments, and encourage deposits but also explore pre-determined ways to help our members through loan modifications, deferments, Stipulation Agreements, referral to Green Path, or credit counseling and payment arrangements.

Essential Functions

• Perform a consultative collection role by placing outbound calls to members, co-borrowers, and joints, utilizing various resources, and negotiating payment arrangements, negotiating payment options (i. e. automatic transfers / bill pay/payment by phone, etc. ). Facilitate Collateral Protection Insurance and posting issue resolutions.
• Interview members by phone, to determine financial hardships, find resolutions, and present payment options. Interview members by phone, to determine financial hardships, the reason for delinquency, the reason for negative share balance, and find resolutions.
• Provide support to co-workers.
• Charge Off Negative shares at the correct timeline.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for the level I position

• High School Diploma/G.E.D. or equivalent.
• 1+ year of customer service experience.
• 1+ year of consultative financial services collections experience (preferred).

Minimum Formal Qualifications for the level II position

• High School Diploma/G.E.D. or equivalent.
• 2+ years' customer service experience.
• 1+ years' consultative financial services collections experience.

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of accounting experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Strong professional, diplomatic, and courteous communication skills are of critical importance with an emphasis on the ability to confront others in a calm and diplomatic manner without invoking significant stress or inflaming already hostile situations.
• Knowledge of collection techniques, strong financial insight, and excellent negotiation skills.
• Strong attention to detail and accuracy of all transactions is of critical importance.
• Proficient in basic math (addition, subtraction, multiplication, and division) as well as basic loan interest calculations.
• Product knowledge related to ATM, Debit, Shares, and Draft processes.
• Understanding of and the ability to explain to members payment methods, loan products, underwriting, share accounts, depository processes & procedures, charge off processes & procedures, and credit implications.
• Time management and organizational skills.
• Working knowledge of, and the ability to quickly learn and retain new information relevant to, collection law, bankruptcy law, and credit reporting including, but not limited to: Bank Secrecy Act Fact Act FCRA Gramm Leach, Bliley FDCPA CFPB State and Federal Collection Law
• Strong creativity, analysis, and problem solving with the ability to quickly identify, monitor and react to trends as applied to individual situations within relevant laws and guidelines.
• Proficient with Microsoft Office programs (Outlook, Excel, Word, etc.) and web based transactional systems to complete day to day member requests.
• (preferred) Able to use 10-Key by touch.

Certifications Required:

• None

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The hourly range for the level I position is $19.50 to $22.58 (S11)

The hourly range for the level II position is $20.50 to $25.06 (S12) __

Both positions are eligible for a monthly incentive plan.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2023

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)