Collector

Job Description

JOB INFORMATION

Title:

Collector

Officer Title:

Grade:

16

FLSA Classification:

Non-Exempt

Date Last Edited:

3/7/2025

Reports To:

Department:

Member Debt Solutions

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=123

PRIMARY FUNCTION

Collect delinquent consumer loans.  Make appropriate arrangements on delinquent accounts, determine probable reasons for account status. Utilize various techniques, as circumstances indicate, to promptly collect on delinquent accounts.

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Contact members with a past due loan by phone, email and letters to discuss repayment.

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Contact charged off members for recovery payments or settlements.

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Meet assigned monthly contact and promise ratios.

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Recommend deferred payments, refinance, loan consolidations and other repayment options, as needed.

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Recommend repossessions and liquidate collateral, when necessary.

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Skip trace evasive members using outside resources such as credit reports, phone, address and public records.

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Recommend credit counseling when appropriate.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

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Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

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Responsible for regular and predictable attendance including punctuality.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate.

X

Minimum 1 Year

Customer service experience in a financial institution or retail environment.

X

Minimum 6 months

Previous collection experience.

X

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Ability to multi-task and handle varying deadlines within a fast paced work environment.

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Ability to read, understand and interpret documents, procedures and policies.

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Ability to work well collectively and autonomously.

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Intermediate verbal, written and presentation skills.

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Ability to understand and accurately apply basic mathematical concepts.

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Basic proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

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Working knowledge of the Fair Debt Collection Act and other applicable collection laws.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

20

Occasionally

Travel outside of work location to attend meetings and training programs

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate to high.

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May experience occasional job stress in response to job demands.

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Standard office equipment including, but not limited to, a computer, telephone, copy/fax machines, etc.

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There are no significant hazardous conditions.

View Competencies

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.

2. Adjusts to new or changing assignments, processes, and people.

3. Demonstrates ability to successfully manage multiple tasks and priorities.

4. Demonstrates willingness to listen to other opinions.

5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.

2. Helps others drive tasks to completion as appropriate.

3. Holds self and others accountable for delivering on all commitments.

4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.

5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.

6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

Collections

Knowledge of and ability to utilize the practices, processes, technologies, and applications associated with debt collections.

Level 2

1. Uses common tools and techniques for collections activities.

2. Processes all basic collections transactions.

3. Documents examples of appropriate and inappropriate behaviors from a collection agent.

4. Explains and follows relevant practices and procedures for performing collections functions.

5. Evaluates inter-relationships between collections and other business units.

OPERATIONS - BACK OFFICE

Knowledge of and ability to implement the practices, processes, technologies, and applications associated with banking transaction processing and records management.

Level 2

1. Works in one or more 'back office' operations departments.

2. Analyzes overall daily, weekly, monthly, and annual production requirements.

3. Implement operation workflow in accordance with specific business rules.

4. Assesses the performance of tools and equipment used in a specific operations area.

5. Explains major operations functions and their inter-relationships.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.