Position Description
Department: Asset Recovery
Reports to: Asset Recovery Manager
Specialty: Visa Credit Cards
Skill Levels: Level II, Level III
Position Purpose
The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.
The Asset Recovery Specialist II Visa Representative is responsible for maintaining ACU Visa’s and assets by consulting with members regarding their delinquent accounts to develop a workable solution for bringing their loans current.
Use your training and empathy to negotiate solutions to credit problems.
You are expected to be patient, professional, and persistent.
This position should research accounts with attention to detail, maintain accurate and organized collection files, as well as prepare and file documents for repossessions in a timely manner.
The strategic goals should include helping our credit union stay solvent and, in turn, serving our communities by helping our members better manage their finances.
Essential Functions & Core Duties
As an Account Recovery Specialist II, you are expected to collect on Visa, secured and unsecured accounts over 30 days delinquent through assigned collection queues in accordance with ACU collection policies and procedures by performing the following duties:
Review Visa 30 day queues daily and contact borrowers on delinquent accounts by telephone or written correspondence.
In addition, you should contact co-makers, co-borrowers and guarantors and offer Payment assistance, payments or promise to pay.
Skip Trace certain delinquent members by pulling files, calling references or using other means to locate members using Accurint, Transunion TLO, and Credit Reports
Collect charged off accounts by negotiating settlements
Work asset recovery hunt group by taking calls and assisting members
Submit collection notes to manager for approval
Collect Repo fees and other collection expenses
Remove lines of credit and request Adverse Action Notices
Submit accounts to recovery agency for repossession of collateral.
Make arrangements for surrender of collateral
Process repossession paperwork by pulling files, titles of collateral.
Prepare for manager approval
Skip Trace to locate a good address for collateral
Post payments and/or set arrangements for promises to make payments
Process returned mail to locate current address
Research accounts for possible fraud
Provide support to contact center, branch employees and fellow Asset Recovery employees with delinquent and charged-off loans and charged-off share draft account matters, repossessions, share-loss accounts, VISA and Home equity or Mortgage accounts.
Complete all training including BAI and Wednesday morning training.
Qualifications
Education: High School Graduate or Equivalent, some secondary education preferred
Experience: Three years’ experience with a credit union or other financial institution with emphasis on collections, skip tracing.
Must have excellent verbal and written communications skills.
Must be proficient with MS Word, MS Excel, MS Outlook, and Adobe PDF.
Core Competencies:
Empathy: Work with members by finding out why they are behind and what we can offer them based on their situations.
Organized: Use your time to the best of your advantage by prioritizing your daily activities
Effective Communication: Speak clearly and calmly and use proper phone etiquette while talking to members.
Listen to member to interpret their individual needs.
Teamwork: Ability to work well and communicate with others by sharing workloads within the department to better serve our members.
Self-Motivated: Strong work ethic needing minimal supervision.
Performance Metrics
Quantity and Quality of calls with ACU members.
Assisting all members to the best of your ability.
Thoroughly and accurately complete assigned tasks.
Keep 30+ delinquency to a minimum.
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