Role Description The Loan and Share Mediator is responsible for collecting delinquent loan accounts and resolving related collection issues across a variety of consumer and small commercial products. This role focuses on delivering excellent member service while effectively reducing negative share balances and past-due accounts in compliance with all applicable state and federal regulations. Responsibilities - Collect delinquent accounts assigned by department leadership, including member negative share balances, MasterCard accounts, consumer loans, and small-balance commercial loan accounts. - Maintain accurate and up-to-date records that may be used in the collection of accounts, ensuring data integrity and compliance. - Acquire and preserve current knowledge of state and federal laws related to bankruptcy and apply this knowledge to collection activities. - Acquire and preserve current knowledge of state and federal laws related to foreclosure and apply this knowledge appropriately. - Make informed recommendations to management regarding repossessions, charge-offs, or additional internal collection efforts. - Apply expertise in the Telephone Collection Practices Act and Fair Debt Collection Practices Act when conducting collection activities. - Use knowledge of regulations surrounding the right of offset and freezing funds, including considerations related to SSI, SSD, and pension income. - Retain and apply state and federal laws governing repossessions to ensure compliant practices. - Stay well informed about the Fair Credit Reporting Act and CFPB regulations as they pertain to collections and credit reporting. - Follow rules and procedures for handling accounts of deceased members with sensitivity and regulatory compliance. - Maintain professional business relationships with outside collection attorneys, repossession agents, and other collection-related vendors to ensure accurate and timely service. - Maintain collection figures, reports, and performance data as specified by the department manager. - Participate in outbound calling and call center activities to contact members, negotiate payment arrangements, and resolve account issues. - Provide excellent member service during all interactions, focusing on call quality, efficiency, and meeting performance goals set by management. - Utilize Microsoft Excel and other Microsoft Office applications to support reporting, data entry, and administrative tasks. - Perform clerical and administrative duties such as filing, data entry, and maintaining documentation related to collections. Qualifications - High school diploma or equivalent. - Minimum of 2 years of experience in telephone collections or a call center environment preferred. - Proficiency in outbound calling and call center operations, including handling high call volumes. - Working knowledge of the Telephone Collection Practices Act and Fair Debt Collection Practices Act. - Understanding of state and federal laws related to bankruptcy, foreclosure, repossession, and collections. - Knowledge of regulations related to right of offset and freezing funds, including considerations for SSI, SSD, and pension income. - Familiarity with the Fair Credit Reporting Act and CFPB regulations as they pertain to collections. - Ability to maintain accurate records and collection figures using Microsoft Excel and Microsoft Office. - Strong clerical and data entry skills with attention to detail. - Customer service skills with a focus on call quality and member satisfaction. - Ability to work efficiently toward specific performance goals and metrics. Requirements - Experience in a financial institution or collections environment is beneficial. - Proficiency with Microsoft Excel functions, including V-lookups, to support reporting and analysis. - Experience in administrative assistance, clerical administration, and filing. - Ability to build and maintain professional relationships with external vendors such as collection attorneys and repossession agents. - Strong communication skills and the ability to handle sensitive member situations with professionalism. - Comfort working in a structured, goal-driven environment with regular performance evaluations. Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Company Description Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence.