• Talk with members to determine reason for delinquency and document in DNA for consumer loans, mortgages and lines of credit.
• Take appropriate action to resolve the account; could include loan modifications or loan workouts; document in DNA
• Counsel customers concerning their financial obligations, advise options and solicit agreement of payments
• Knowledgeable of auto repos, legal action bankruptcies and monthly delinquency/chargeoff reports
• Respond to customer inquiries by phone and in person
• Recommend further action as deemed necessary, i.e., repossessions or legal action
• Demonstrate judgment and discretion within the framework of all applicable CDC FCU and NCUA regulations and policies
• Provide support and backup for Loan Servicing in the Risk Management and Compliance Department in fulfilling member requests
• Call and work all accounts in a timely manner; document all promises to pay and payment plans
• Research and analyze data on past due accounts, nonsufficient return items and negative share balances and claims of fraudulent account activity
• Handle skip traces
• Mail past due letters when appropriate
• Verify demographic information every time you speak with members to ensure uptodate information
• Quote payoffs, as needed, to members and third parties
• Bring all escalated account issues to managers attention in a timely manner
• Note payoffs as needed to members and thirdparties
• Research and collect shortages and/or deficiencies generated by ATM overdrafts, debit card and courtesy pay overdrafts, and bad checks in accordance with the established Negative Balance Accounts Procedures on the intranet.
• Investigate and collect losses resulting from new account fraud, check kiting, etc.
• Prepare monthly collection reports for the board package by the 5th business day of each month, and Management Reports by the 10th of each month.
• Oversee all bankruptcy claims through dismissal, discharge or reaffirmation. Monitor and follow up with attorneys throughout the process.
• Process Bankruptcy payments.
• Maintain records of collection activity charge offs, bankrupt files, and recovered collections

Please refer the Job description for details