Recovery Specialist

Title: Recovery Specialist

Reports to: Loss Prevention Manager

Supervises: None

Status: Non-Exempt

Objective

The Recovery Specialist is responsible for planning, organizing, and executing collection activities associated with delinquent account identification and resolution. This role ensures compliance with applicable laws and internal policies while maintaining a positive Credit Union image. The Recovery Specialist uses knowledge of collection practices to review delinquent accounts, determine probable causes, and work with Members to resolve issues promptly and professionally.

Duties and Responsibilities

• Coordinates and conducts collection activities for delinquent accounts.
• Reviews and analyzes delinquency reports to identify trends and prioritize actions.
• Makes recommendations for action on problem accounts and performs all necessary steps to complete approved actions.
• Coordinates and manages collateral protection insurance activities:
  • Processes loss claims through insurance vendors.
  • Posts insurance charges and credits to Members’ accounts.
  • Responds to Member inquiries regarding collateral protection insurance.
• Performs collection activity on previously charged-off accounts and deposit-related losses (ATM, NSF, etc.).
• Meets or exceeds call quality and Member satisfaction scores.
• Completes assigned recovery actions within designated timelines.
• Handles Member disputes and escalations professionally, ensuring compliance with regulatory requirements.
• Maintains accurate documentation of all collection efforts in the core system.
• Ensures compliance with federal and state collection laws (FDCPA, UCC), NCUA guidelines, and internal risk management standards.
• Maintains strict confidentiality of Member information in accordance with privacy and security standards.
• Ensures all collection activities are documented accurately and meet internal audit requirements.
• Completes required compliance training and certifications on schedule.
• Monitors and reports any potential compliance risks or violations to management promptly.
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• Minimum of 1 year of experience in collections or similar work-related experience
• General knowledge of collection laws and regulatory requirements.
• Strong organizational skills and attention to detail.
• Professional demeanor and ability to handle sensitive situations.
• Effective verbal and written communication skills.
• General computer skills

Key Competencies

• Analytical thinking and problem-solving
• Member-centric approach with empathy and professionalism.
• Ability to work independently and meet deadlines.

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

Eligibility

Laptop: No

Remote/Hybrid Work: Yes

Cell Phone Reimbursement: No

Vehicle Reimbursement: No

Incentive(s): Yes

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Equal Opportunity Employer/Vet/Disabled