Credit Relations Officer, 301 Rio Bravo, Bilingual Preferred - Military veterans preferred

Job Title: Credit Relations Officer

Department: Credit Relations

Reports To: Credit Relations Manager

FLSA Status: Non-Exempt

Grade: 8

Summary 

Completes and processes collection functions for overdue payments for accounts and loans from members by performing the following duties

Essential Duties and Responsibilities include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones the employee can be required to perform. The employee is expected to perform other tasks, duties and training as dictated by their supervisors.

• Performs inbound and outbound calls, in accordance to performance expectations, to members regarding overdue payments for accounts and loans, including but not limited to consumer loans, credit cards, mortgages, and negative share accounts.
• Reviews delinquent account records to determine which members must be contacted for collection of overdue accounts and loans, including but not limited to consumer loans, credit cards, mortgages, and negative share accounts.
• Reviews delinquent and negative accounts with Credit Relations Manager to determine which accounts must be reported to the Board of Directors.
• Collects on loans, credit cards, mortgages and negative share accounts starting from the oldest to newest delinquency.
• Collects on loan, credit cards, mortgages and negative accounts according to degree and amount of delinquency.
• Utilizes appropriate collections techniques.
• Performs collection of delinquent accounts and loans, credit cards, mortgages, and negative shares in accordance to policies and procedures and minimum productivity in accordance to performance expectations.
• Evaluates and uses appropriate form letters for overdue accounts and loans.
• Verifies accuracy of accounts.
• Authorizes or refers accounts to Credit Relations Manager for repossession and legal actions against debtors.
• Assists co-workers with collection activity in difficult cases.
• Refers accounts to clerical support staff as needed.
• Issues written and oral instructions to agencies used by the Credit Relations department.
• Helps develop plans to bring member’s loan or account current within a timely manner to maintain a good member standing.
• Handles member complaints.
• Maintains accurate records on member accounts.
• Maintains control over repossessed vehicles regarding maintenance, tracking, marketing, and sales.
• Maintains an acceptable call abandoned rate in accordance to performance expectations.
• Performs member correspondence within a timely manner.
• Performs skip tracing duties as required and directed.
• Operates within department standards for phone metrics such as logged in time, call handled, etc.
• Work with attorney to obtain judgments and garnishments
• Report all suspicious activity to the Risk Management department via the compliance group email
• Assists in other areas as directed by the Credit Relations Manager, Vice President of Operations, and, and President/CEO.

Supervisory Responsibilities                  

This job has no supervisory responsibilities.

Performance Standards               

To perform the job successfully, an individual should demonstrate the following performance standards:

1. Delivers exceptional service both internally and externally. 
2. Maintains a high level of dependability. Reports to work on time according to established schedule with minimal amount of unscheduled time off.
3. Maintains a high level of call productivity in the areas of time logged into the phone and average calls per day.
4. Maintains a high level of collection of assigned queue.
5. Ability to achieve a high-level of performance without the presence of disciplinary actions. Disciplinary actions will reduce the overall Year-to-Date score of employees, thereby reducing any applicable merit increase for the evaluation period
6. Failure to meet overall minimum performance essential job duty expectations may result in disciplinary action up to and including termination

Competencies                  

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Stress Management – The ability to perform under pressure and in adversity in order to obtain departmental and organizational goals.

Managing Performance – The ability to take responsibility for one’s own performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.

Quantity - Meets productivity standards; Strives to increase productivity; Completes work in timely manner; Works quickly.

Discipline - The ability to adjust to existing rules, procedures and policy. Finding reinforcement from the right authority when in doubt.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                  

Experience- 6 months to 2 years related experience

Education- 2-year degree or completion of a specialized course of study OR 2 years of related experience.

Language Skills                  

Ability to effectively present information and respond to questions from managers, members, and the general public.

Mathematical Skills                  

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  

Reasoning Ability                  

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills                  

To perform this job successfully, an individual should have knowledge of software used to perform collections. Spreadsheet software and Word Processing software.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger. The employee is frequently required to reach with hands and arms and talk or hear. 

Work Environment 

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.