Department: Special Assets 

Reports To: VP Special Assets Classification: Non-Exempt

Role:

You are the advocate for resolution and financial fresh starts. Your mission is to reach out to members facing financial hurdles with a spirit of helpfulness, working collaboratively to find paths toward repayment that protect the institution and preserve the member's dignity. Your goal is high rates of "re-cured" accounts, a reduction in early-stage delinquency, and members who feel supported during a difficult time.

Physical Demands

• Position: Must be able to stand, sit, bend or move as needed to perform all job functions with limited physical exertion.
• Manual Dexterity: Must be able to utilize a keyboard and mouse with accuracy for an average of 6-8 hours per day and operate standard office equipment to complete required tasks.
• Schedule: Must be capable of regular, timely, and reliable attendance. Must be able to work flexible or extended hours as required or requested by management.
• Communication: Frequently communicates with staff, vendors, and leadership. Must be able to exchange accurate information in these situations via telephone, video conferencing, and in-person.
• Visual Acuity: Required to have close visual acuity to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading.
• Movement: Must be able to move about inside the office to access file cabinets, office machinery, or in different areas of the building as needed to complete required work.

Mental & Cognitive Demands

• Problem Solving: Must be able to analyze complex operational issues and develop logical, effective solutions.
• Pressure: Must be able to maintain a professional and calm demeanor during periods of high volume, system upgrades, or growth-related challenges.
• Decision Making: Requires the ability to make sound judgments that impact the financial safety of the credit union and the member experience.

Environmental Conditions

• Indoor Setting: This role is performed in a climate-controlled, professional office environment with moderate noise levels (e.g., computers, printers, and light traffic).
• Travel: Occasional travel may be required for training, serving other locations, or to support community events. Must be able to fulfill travel as directed to meet the needs of the organization and the position.

This job description is not a comprehensive statement of all requirements that may exist now or evolve as organizational needs and goals change. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

This is not an employment contract. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

SRFCU remains an equal opportunity employer, considering applicants regardless of any protected status or class.

Preferred Qualifications (example. not intended to be comprehensive list):

Experience in service-oriented collections or financial counseling role.

Minimum of a high school diploma or equivalent.

A calm, professional demeanor with a talent for de-escalation and problem-solving, treating every member with fairness and respect.

Understanding of collections related laws, regulations, and best practices.

High degree of "digital dexterity" - the ability to navigate multiple systems quickly while staying engaged with the member.

Technical Literacy: able to operate standard office equipment and develop proficiency in all software/equipment required for the position.

Soft Skills: Excellent communication skills with the ability to be supportive of staff. Adaptive to change. Able to assimilate constructive coaching to make improvements. Strong, reliable work ethic.

Full-time, in person position.