Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

1. Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.

2. Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.

3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.

4. Ensures confidentiality of member information.

5. Contacts and confers with members by any means necessary in order to determine the reason for delinquency and/or overdrawn status, and to arrange an appropriate course of action in order to remedy the situation.

6. Makes recommendations for, and implements appropriate action for those accounts that cannot be contacted, or for which satisfactory arrangements cannot be made.

7. Maintains and updates member records. Records all communications and all collection activity.

8. Follows-up on past due mortgages, loans, credit cards and overdrawn accounts; makes reasonable and practical arrangements for interest, partial, or full payments.

9. Performs skip-tracing duties, as required and directed.

10. Takes check net payments over the phone, and saves them in the checksnet folder. Accepts debit and credit card authorizations over the phone, prints, and processes transaction and post to members' accounts.

11. Requests review for repossession if all collections efforts are deemed exhausted.

12. Initiates workflow for review of modification, TDR, workout, deferment requests.

13. Conducts credit investigations and income verifications.

14. Makes collection contacts to delinquent accounts and performs any tasks or duties in order to aid in collection of past due or overdrawn accounts.

15. Refers members to financial counseling resources when necessary.

16. Cross-sells Credit Union products and services when appropriate.

17. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events, on an annual basis.

18. Performs any other duties as assigned.

1. Two to three years of overall financial institution experience, with one of those years in a collections role, with reasonable knowledge of collections practices, consumer credit, real estate and bankruptcy laws and regulations, or equivalent credit, deposit, and/or financial counseling experience.
2. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. At times length of working day can be unpredictable, must be willing and able to work early and/or stay late with short notice. Must be willing to work Saturday rotation.
3. Ability and desire to interact with co-workers to develop positive and effective working relationships in all areas of Credit Union services.
4. Strong interpersonal and persuasive skills to represent the Credit Union in a positive way during periods of stressful member contact.
5. Interpersonal skills necessary to gather data from a number of sources and to represent positively the Credit Union during such contact.
6. Ability to prioritize assignments and organize work efficiently, to handle large volumes of details.
7. Ability to work independently.
8. Accuracy and attention to detail required.
9. Ability to operate related computer applications and office equipment.
10. Must be bondable.
11. SAFE Act Registration may be required depending on specific responsibilities assigned within the account resolution department.

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