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Member Solutions Charged-Off Share Recovery Specialist at Ent Credit Union

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Colorado Springs, Colorado

Job Description:

Position Description:

Primary purpose of the Member Solutions Charged-Off Share Recovery Specialist is to collect on charged off shares and educate members on importance of maintaining positive share balances in order to minimize Ent’s exposure to risk and loss and ensure maximum return to its members by following proper policy and procedures and the following areas:

  • Work/Collect negative and charged off shares as well as delinquent loans using the Akcelerant queue system.

  • Charge Off accounts that are not eligible for immediate referral to agency.

  • Call on and collect delinquent Member Solutions loans.

  • Expire personal lines of credit once the share is charged off.

  • Refer charged off shares to agency in a timely manner per procedures.

This position is responsible for making timely collections calls in a professional and non-aggressive manner to seek a charge off share and delinquent loan resolution.

Essential Job Duties and Responsibilities:

Collect on Charged off shares (to include, savings, checking, money market ,etc.) accounts, i.e. ATM, charge back items, teller errors, NSFs and process all return items by working through the Akcelerant collection queue based on Target Performance numbers using pre-approved and legal collection techniques adhering to State and Federal laws to include CFPB and Gramm, Leach Bliley privacy laws.

Call on charged off shares that appear to be collectable. If evidence of non-collectability, refer to agency timely.

Cover for the Bankruptcy Specialist to establish  work priorities in their absence.

Other duties as assigned:  Cross trained to answer questions from other areas in the department that might get routed on the queue line.

Minimum formal education required for this position:

High School Diploma or equivalent

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa.  For example, a requirement of “Knowledge Consistent with a Bachelor’s Degree in Accounting and 2+ years’ of accounting experience” could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master’s Degree in Accounting and 0 years of work experience.

Minimum work experience:

2+ years’ customer service experience

1+ years’ consultative financial services collections experience

(Preferred) 1+ year knowledge of Bankruptcy Laws

Technical or specialized knowledge/skills:

  • Knowledge of depository processes and procedures.

  • Product knowledge (ATM, Debit, Shares and Draft process).

  • Knowledge of collections, bankruptcy laws, UDAAP, Gramm Leach, Bliley Act.

  • Proficiency with personal computers and spreadsheets/word processing software to include Word, Excel, Outlook as well as ability to learn core processing and collection software systems.

  • Ability to work with all levels of the organization.

  • Ability to work with all personality types.

  • Excellent interpersonal and communication skills.

  • Excellent verbal and written communication skills.

  • Demonstrate problem-solving ability and consistent, logical and effective decision- making.

  • Proven time management and organizational skills with the ability to manage multiple and diverse on-going projects.

  • Understand Charge off processes and procedures and credit implications to members.

  • Analytical skills required.

  • Ability to quickly learn and retain new information relevant to:

  • Bank Secrecy Act

  • Fact Act

  • FCRA


  • CFPB

  • State and Federal Collection Law

  • PC proficient to include ability to learn and retain information on with the Ent core processing and collection systems.

  • Ability to quickly learn and retain new information relevant to collections.

Certifications required:

  • None

Environmental, physical and psychological requirements: 

  • Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, currency, or coin, and operating a telephone.   Demands for visual and auditory acuity are typical of an office environment.  Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances.  Must be able to lift up to 40 lbs.