Collections Specialist I

At UW Credit Union, we take a solution-oriented approach to collections. The Collections Specialist I will operate as a financial consultant, engaging with members that may be experiencing financial distress, utilizing a consultative, member centric approach to understand the members’ financial needs, identify near and long-term solutions, and help center members on a path for financial success. This role will focus on the early stages of delinquency for all loan types, assisting members with identifying payment options and providing members with consultative solutions for maintaining loan accounts in a current standing. This position requires knowledge of lending and collection regulations, systems, resources, and processes.

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 26.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• Hybrid work environment: minimum 3 days a week on-site
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• 457 deferred-compensation plan
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!

Balanced Scorecard Results

• Maintain satisfactory results as specified on the Credit Solutions Specialist I scorecard including, but not limited to; inbound/outbound call volumes, Right to Cure and Vehicle Repossession notice volumes, and Promises to Pay kept and broken.

Member Relationships

• Communicate with members through outbound and inbound phone calls as well as written communication.
• Efficiently and accurately resolve member inquiries using available tools, resources, and support departments.
• Compose accurate and informative notes and documentation to concisely convey the outcome of the member interaction.
• Understand member situations and potential hardships, review individual loan data to gather background information, and determine appropriate solutions.
• Review payment histories and identify if payments need to be corrected. Respond to verbal and written inquiries from members and various departments regarding general loan questions.
• Utilize a consultative and solution-oriented member approach to generate referrals for products and services that will improve the members’ financial circumstances.
• Promote diversity, equity, and inclusion by exhibiting cultural competency. Engage our diverse member and employee base in a manner that makes individuals feel welcome and included.

Operational Excellence

• Communicate account information without the use of jargon, ensuring that the solution is easy to understand.
• Prioritize work on delinquent accounts based on past due status and loan type.
• Ask need defining questions to personalize solutions that address both current and future needs of the member.
• Identify and route accounts that require Credit Solutions Specialist II, Credit Solutions Specialist III, or management action.
• Offer appropriate solutions to members in accordance with department guidelines including, but not limited to; loan extensions, payment arrangements, and credit bureau disputes.
• Process internal transfers to make loan payments and take payments from external payment sources upon member request.
• Refer accounts to management for workout loan review and approval.
• Identify changes to member contact and location information through skip tracing.
• Develop and demonstrate a comprehensive knowledge of all UWCU policies, procedures, processes, and state/federal regulations.

Individual & Organizational Success

• Identify new areas for learning, and assume responsibility for personal development through training, collaboration, and teamwork. Model behaviors consistent with being a Champion of Change, adapting quickly and supporting the team on the changing needs of the organization.
• Recommend process improvements.
• Support team by providing coverage as needed.
• Be responsible for additional duties as assigned by management.

Education & Experience

• Associate's Degree in Business or related field is required.
• 2-3 years of Financial Institution experience is required.
• 2-3 years of Customer Service or Call Center experience is preferred.

Skills

• Proficiency with Microsoft Office products.
• Excellent interpersonal, oral, and written communication skills.
• Demonstrated analytical and problem-solving skills.
• Ability to work in a fast-paced and changed environment.
• Confidence in high-stakes interactions.