PSECU

Collections

• Manages daily operations in Collections, including work queues, phone assignments, and employee development.
• Monitors past-due loans to prevent charge-offs.
• Handles various consumer loan products, legal actions, and bankruptcy.
• Reviews and resolves escalated calls and account research requests.
• Assist in training and development of employees and/or management staff members.
• Ensure compliance with relevant laws and regulations and manage risks within assigned responsibilities.
• Evaluate third-party agencies and conducts annual risk assessments.

Collections Manager

Call Center Representative

• Assure that the experience provided to the members of the Pennsylvania State Employees Credit Union is performed effectively and efficiently
• Responsible for the direct oversight of a team of contact center agents.
• Monitoring daily call volumes and agent workload assuring deadlines are met.
• Assuring schedule adherence and KPI compliance.
• Managing agent requests and approving agent records such as time sheets and PTO requests.
• Documenting agent performance and assigning daily tasks.
• Coaching, goal and expectation setting, and conducting annual performance reviews.
• Identifying opportunities for workflow improvements and working on project teams for process improvement.
• Developing and implementing engagement plans.

Operations Manager, MXE Contact Center

Analyst

• Process and analyze Home Equity lending products.
• Demonstrate effective phone skills and handle incoming phone calls to include product inquiries, application status’ and taking applications by phone.
• Processes, denies, and approves loan applications, using analysis and interpretation of facts and understanding of federal and state regulations and credit union policy, product guidelines, underwriting standards and procedures.
• Refers applications to management as required for 2nd level reviews.
• Process reconsiderations of loan denials/decisions/suspensions.
• Monitor and process various loan pipelines including new applications, incomplete applications, and approved applications.
• Make outbound follow up calls as needed.
• Communicate with members, outside vendors, and resources (e.g., appraisers, counties, deed report provider, flood provider, etc.) and financial institutions to acquire information necessary to complete loan processing.
• Identify and act upon opportunities to cross-sell PSECU products to membership.
• Conduct out-bound calls to cross-sell products and services as needed.
• Other duties as assigned.

Home Equity Analyst

• Answer incoming calls promptly and provide accurate, satisfactory answers to member queries and concerns.
• Assist members via email or other communication channels as needed.
• Call members to inform them about new products, services, and policies.
• Provide information on loan options, terms, and conditions.
• Evaluate loan applications, verifying information provided by applicants.
• Determine risks associated with lending to members based on their credit history and financial status.
• Review file documentation for completeness and accuracy.
• Verify applicant history with credit bureaus and other agencies to facilitate loan approval or denial.
• De-escalate situations involving dissatisfied members, offering patient assistance and support.
• Handle member complaints professionally and efficiently.
• Assist in training new employees, ensuring they understand policies.
• Collaborate with other departments to improve overall service.
• While meeting quantity goals is essential, maintain a focus on call quality.
• Efficiently manage call time without compromising the quality of interactions.
• Make a predetermined number of outbound calls per hour, as outlined by management.
• Strive to consistently meet or surpass the monthly call expectation.

Collections Manager

Operations Manager, MXE Contact Center

Home Equity Analyst

Loan Application Analyst