Collections

• Under the general direction of the Collections Team Leader, the Repossession Coordinator is responsible for the day-to-day administration of the repossession and remarketing process.
• Call delinquent members to arrange for payments and work with vendors to ensure collateral is located and retrieved from members that are unwilling to pay.
• Resolve member delinquency and avoid repossession of collateral to minimize losses to DCU.
• Adhere to collection and repossession procedures according to established guidelines.
• Review accounts submitted for repossession and determine approval or denial according to business rules.
• Contact members prior to assigning an account for repossession to attempt to cure the delinquency.
• Assign repossessions to vendors timely and maintain documentation regarding repossession decisions and collateral.

Collections Team Member II – Repossession

• Responsible for the day-to-day oversight of a portfolio of active bankruptcy loans
• Track and organize member bankruptcy filings including completing and filing necessary legal documents
• Recommend strategies to be implemented on bankrupt accounts
• Work with members and bankruptcy trustees to determine/reaffirm account status
• Work with attorneys when necessary to resolve issues
• Attend bankruptcy hearings and other legal proceedings, representing DCU as required
• Stay current on bankruptcy laws and regulations
• Read and interpret all legal documents, motions, dockets, loan documents, etc.

Bankruptcy Collections Team Member I

• Drive end-to-end Order Management and billing operations with a focus on completeness, accuracy, compliance, scalability, and operational efficiency.
• Establish operational objectives, staffing strategies, and execution plans for Americas Order Management functions in alignment with regional and global priorities.
• Evaluate operational and financial risks and strengthen internal control frameworks aligned with SOX and company compliance standards.
• Manage and monitor operational KPIs, service levels, and performance metrics to support accountability and continuous improvement.
• Lead cross-functional transformation initiatives involving Sales, Finance, Revenue Operations, IT, Customer Success, and Receivables Management.
• Drive process modernization through automation, AI-enabled capabilities, workflow optimization, and digital transformation initiatives.
• Establish and enhance policies, procedures, and standardized operating practices
• Analyze complex operational challenges where problems may not be clearly defined and determine appropriate solutions using business judgment, organizational precedent, and data-driven analysis.
• Improve customer billing experience through timely resolution of disputes, proactive issue identification, and sustainable root-cause remediation.
• Coach and develop team members while fostering collaboration, accountability, innovation, and employee engagement across geographically distributed teams.

Senior Manager, Billing / Credit & Collections

• Contacts customers via phone, fax, email or standard letter to bring accounts to a current status.
• Completes system assigned tasks within the designated timeframes.
• Reconciles and applies customer payments posted on account.
• Monitors the status of delinquent accounts.
• Researches customer inquiries related to billing concerns and misapplied payments.
• Processes payments from delinquent customers and negotiates payment arrangements and/or settlements when necessary.
• Engages management and/or sales when required or appropriate to expedite resolution of customer issues and/or outstanding receivables.
• Initiates or processes write-offs, bad debt recoveries, and credit memos in accordance with defined procedures and levels of authority.

Collections Specialist

• Engage in collections operations
• Analyze major accounts and review for complex collection activities
• Analyze large engagements and aged WIP balances for timely billing
• Develop and implement record-keeping systems, forms, policies, and procedures
• Identify and resolve problems and inconsistencies, suggesting corrective procedures
• Communicate and coordinate accounting policies with managers, vendors, clients, and the public
• Adhere to all collection policies, procedures, and KPIs
• Contact credit sources, ensuring credit packages or client's financial status is complete

Collections Analyst

• Contact all members with delinquent accounts and overdrawn shares facing financial difficulty.
• Assist the member towards restoring their good standing status with the Credit Union.
• Maintain the financial soundness and manage the asset quality by achieving the lowest possible delinquency and charge-off ratios.
• Answer incoming member or member-related contacts and work Collection queues.
• Review and document status of accounts and initiate telephone contact on delinquent loans.
• Research accounts on the delinquent loan reports.
• Prepare correspondence on delinquent accounts requiring special handling.
• Utilize Collections system to document accurately.
• Determine reason for delinquency and refer members to BALANCE when necessary.
• Perform skip tracing within established compliance and best practice procedures.
• Establish and monitor payment plans whenever possible.
• Initiate all required documents pertaining to payment plans, repossessions, and/or possible foreclosures.
• Pull Credit Bureau reports when necessary.
• Review and make recommendations for rewriting of delinquent loans and/or settlements.
• Achieve assigned goals monthly.
• Maintain strict adherence to all laws, rules, regulations, policies, procedures and internal controls specific to the job functions.
• Follow detailed and standardized procedures in performing routine collection operations.
• Make recommendations on ways to improve work processes within Collections.
• Perform other job-related duties as assigned.

Collections Team Member I

• Lead enhancement of business processes to mitigate fraud risk
• Produce reporting and analysis to evaluate operational initiatives
• Develop and maintain operational reports, dashboards, and reporting tools
• Partner closely with Senior Specialists and operational leaders for root-cause analysis

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