Role Overview

The Credit Counselor manages delinquent accounts by contacting members, analyzing financial situations, and recommending solutions to resolve defaults. This role requires proficiency in core systems and collections platforms, accurate documentation of collection efforts, and processing of claims and extension requests. The position promotes member education, ensures compliance with regulations, and contributes to departmental and organizational success through teamwork and proactive problem-solving.

Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.  

Location

This remote position is open to candidates who currently reside in the state of New Mexico only. Applicants that reside in the Santa Fe or Espanola areas may be eligible for a hybrid work arrangement. Applicants outside of these local areas may be considered for fully remote work.

NOTE: Training for the first month will be held in Espanola, NM. Candidates residing outside the Santa Fe or Espanola area will be required to travel; mileage reimbursement will be provided.

Essential Functions & Responsibilities

Level I:

• Demonstrate a working knowledge of the applicable core system, including loan, deposit, and collections platforms.
• Informs management of trends in underwriting contributing to delinquent/charge off loans.
• Contacts delinquent account holders to cure defaults; utilizes various skip tracing tools, and maintains accurate files, and ensures accurate and timely documentation of all collection efforts.
• Analyzes financial situation of delinquent borrowers to include credit bureau reports and provides sound recommendation for solutions to successfully resolve delinquencies.
• Processes insurance, disability, credit life, and whole loss claims.
• Process all member extension requests.
• Promotes a needs based member education culture within the department to identify opportunities to promote credit union products and services to live DNCU’s mission of improving lives while meeting and/or exceeding established member education goals.
• Work effectively in a team environment contributing to the success of the department and organization.
• Comply with all regulations, policies, security procedures, and complete all mandatory annual compliance courses.
• Performs other related job duties as assigned.

Level II ( to include Level I requirements):

• Accurately update credit bureau reporting when applicable
• Recommends accounts for further action including workouts, legal and charge offs.
• Maintains a working knowledge of Chapter 7 and 13 Bankruptcies and processes basic bankruptcy claims.
• Maintain a working knowledge of Repossessions up to and including Liquidation.

Salary

 Level I: $19.80 – $24.76 per hour

Level II: $22.08 – $27.60 per hour

New hires are typically brought in between the range minimum and maximum based on qualifications, internal equity, and budget

Benefits

• Medical, Dental and Vision insurance.
• 401(k) - Traditional or Roth
• Spanish Speaking Incentive
• Paid Time Off
• Eleven paid holidays/year
• Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
• Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.

Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

Professional appearance and demeanor.
Provide excellent and knowledgeable service to our members, both internal and external by adhering to our core values.
Conduct themselves and members fairly, ethically, and with confidence.
Successful job performance involves meeting and/or exceeding teambuilding, interpersonal, relationship building, and technical skills outlined in other duties and responsibilities.
Handles sensitive information with complete confidentiality and professionalism.
Must have good communication and PC skills.
Critical thinker and effective problem solver.
Attention to detail.
Collaborative service skills.
Willing and eager to exceed expectations; demonstrated excellence in all aspects of service delivery operations.
Demonstrated proficiency with 10-key calculator, Windows, and other MS Office products and applications.

Physical Requirements

May require sitting for extended periods of time.