Senior Collections Specialist

It’s an exciting time to be at Hanscom Federal Credit Union!

As a member of our Collections Department, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members.

Who we are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

Location: Littleton

This position follows a hybrid schedule of three days in-office and two days remote per week.

What we offer

$27.77/hr to $34.72/hr

• A full-time, permanent position that will reward you through an annual bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• A flexible hybrid work schedule environment.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are – Senior Collections Specialist

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What you'll do

• Reviews delinquent accounts and initiates appropriate collection and loss-mitigation actions, including voluntary and involuntary repossessions.
• Manages the repossession and remarketing process, including required notices, collateral valuation, auction coordination, and recovery activities.
• Communicates with delinquent members and co-makers to resolve accounts and identify appropriate payment solutions.
• Maintains accurate account records, collection notes, correspondence, and supporting documentation.
• Reviews delinquent loans, Check Guardian accounts, and negative-share accounts and takes appropriate action within established policies and authority.
• Uses available tools and services for force-placed insurance, vehicle tracking, and skip tracing.
• Researches and resolves member account concerns and credit reporting disputes, making appropriate corrections when warranted.
• Coordinates post-charge-off recovery efforts with attorneys and collection agencies, including account placements and settlement reviews.
• Assists with commercial loan workouts by reviewing borrower financial information and collateral positions.
• Maintains current knowledge of applicable collection laws, regulations, policies, procedures, and industry practices.
• Prepares assigned reports and provides relevant account information to support management and lending decisions.
• Provides operational coverage for designated Collections Manager responsibilities during the manager's absence.
• Performs other duties and participates in special projects as assigned.

Knowledge/Skills/Experience Required:

• Minimum of three years of experience in a financial institution, including collections experience and exposure to lending operations.
• Strong verbal and written communication, diplomacy, problem-solving, and negotiation skills.
• Strong attention to detail, sound judgment, and the ability to manage priorities and work independently.
• Proficiency with general business technology, collection systems, and related software applications.
• Working knowledge of collection practices, account resolution strategies, and applicable policies and procedures.
• Working knowledge of collection documents, notices, reporting requirements, and supporting records.
• Demonstrated ability to deliver professional, respectful, and solutions-focused member service.

Education/Certifications/Licenses Required

• High school diploma or equivalent required.

Interpersonal Skills

Strong verbal and written communication, diplomacy, problem-solving, and negotiation skills. Strong attention to detail, sound judgment, and the ability to manage priorities and work independently. Proficiency with general business technology, collection systems, and related software applications. Working knowledge of collection practices, account resolution strategies, and applicable policies and procedures. Working knowledge of collection documents, notices, reporting requirements, and supporting records. Demonstrated ability to deliver professional, respectful, and solutions-focused member service.

PHYSICAL REQUIREMENTS
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.