Collections Specialist; Temporary

Overview

Publix Employees Federal Credit Union (PEFCU) was established over 60 years ago to provide financial services with lifetime value to Publix Super Markets, Inc. employees.

• Review and recommend repayment solutions, including completing hardship request documents for extensions and modifications. Process in-house and external debt management programs to assist members who are experiencing financial difficulties.
• Promote loan modifications and deferments to support PEFCUs membership and contribute to a reduction of overall delinquencies by negotiating solutions that are mutually beneficial to the member and Credit Union.
• Review and prepare legal documents related to collections, including pleadings, affidavits, and court filings. Process garnishments, tax warrants, and any other legal notices received by PEFCU.
• Perform logistical, organizational, and report generation duties to support the efficient operation of the assigned areas of expertise, including the preparation and maintenance of needed reports, tracking statistical information for those reports and balancing the identified reports.
• Initiate and monitor ongoing legal proceedings, including attorney demand letters, complaints, stipulated orders, forbearance agreements, and post judgment actions.
• Oversee and evaluate distressed assets or underperforming consumer loans within the portfolio and develop effective workout strategies to mitigate financial risk and minimize losses.
• Maintain accurate documentation on all special payment arrangements including Troubled Loan Modifications.
• Ensure all related collections general ledgers are balanced and maintained in accordance with internal standards.
• Post payments on delinquent loans/credit cards, charged-off accounts, and for members working with debt management companies.
• May assist Asset Recovery Specialists with levies, garnishments, attorney demand letters and complaints, bankruptcies and repossessions.
• Perform such other duties and functions as might be required for the efficient and effective operation of the Credit Union. (Examples include but are not limited to: processing monthly charge offs, reporting of negative share write-offs, answering disputes on Credit Bureaus, processing court/third party orders that come in for Garnishment/Levies/Child support, Collateral Protection Insurance (CPI) tracking, Account Adjustments, etc.)
• Occasionally serves as backup support for other non-collection agent functions such as Bankruptcy, Repossession, Legal and Third-Party Agency relationship.
• Responsible for abiding by all policies, procedures and standards set forth by the department and Credit Union.

• Minimum 2 years of collections experience at a financial institution.
• High School Diploma required.
• This role requires a high level of attention to detail, excellent communication skills and the ability to navigate complex financial scenarios while maintaining empathy and professionalism.
• Strong critical thinking skills.
• Excellent oral and written communication skills.
• Excellent negotiation and de-escalation skills.
• Strong ability to balance the needs of individual members with those of the entire membership.
• Looks for friction points that impede an ability to resolve issues.
• High-level ability to actively listen and identify root cause.
• Ability to remain calm and think clearly toward identifying solutions under duress.
• Demonstrated ability to multi-task while maintaining quality.