Senior Collector

Job Title : Senior Collector

Reports To : Collections Manager

Positions Supervised : None

FLSA Status : Non - Exempt

Job Summary :

The Senior Collector is responsible for assisting in the administration and execution of collection activities, with primary focus on the Real Estate portfolio, Specialty Queues, and department operations. This role balances effective collection performance with exceptional member service and regulatory compliance. The Senior Collector demonstrates strong judgment, professionalism, and leadership in support of the Credit Union's mission and collection goals. This is Hybrid / St. Louis position

Job Responsibilities

• Communicate with members by phone and other channels to determine reasons for delinquency and take appropriate action to resolve accounts (including loan modifications, repayment plans, or other workout solutions).
• Counsel members regarding financial obligations, advising on repayment options, and securing commitments to pay.
• Perform the duties of a Collector with an emphasis on managing Real Estate delinquency accounts, ensuring all performance targets are achieved through consistent, effective, and compliant collection efforts.
• Assist in the foreclosure process when necessary, ensuring compliance with internal policies and investor or regulatory guidelines.
• Maintain expert knowledge of collection timelines and requirements for all real estate loan types, including Portfolio, Fannie Mae, Federal Home Loan Bank, and other third-party participation loans.
• Manage assigned Specialty Queues, which may include but are not limited to : Active Repossession, 1st Pay Default, Matured Value Plus, and Total Losses.
• Provide administrative and operational support including managing voicemails, Collection inbox, faxes, Co-op and Member Contact Center emails, Opportunities (Keystone), and DRN tracking.
• Act as a "second voice" or escalation point for complex member calls and assist team members in resolving difficult cases.
• Research, respond to, and resolve internal and external inquiries related to collection issues with professionalism, accuracy, and timeliness.
• Promote a positive and professional relationship between internal teams, external partners, and members, ensuring service delivery and member satisfaction remain top priorities.
• Provide coaching, mentoring, and training to collection staff to foster continuous learning and performance improvement.
• Recommend and support process improvements to enhance department efficiency, compliance, and service quality.
• Demonstrate sound judgment and discretion within the framework of applicable laws, regulations, and Credit Union policies, including CFPB, FDCPA, FCRA, BSA, Patriot Act, and OFAC.
• Complete other duties, projects, and assignments as required.
• Maintain regular and consistent attendance and ensure adequate department coverage.

Required Qualifications

An equivalent combination of education, training, and experience will be considered.

Knowledge, Skills, and Abilities (KSA's)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job's functions.

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.