Job description
Summary:
The ODP Specialist is responsible for oversight of the credit union’s courtesy pay program. This includes monitoring overdraft usage, establishing payment arrangements on overdrawn accounts, and managing the Fresh Start Loan program. The ODP Specialist also monitors the Turning Point (second chance) accounts.
Duties & Responsibilities:
- Contact overdrawn share accountholders via telephone and mail and work directly with the member to establish an appropriate repayment plan.
- Handle sensitive overdraft collection issues, such as IRS reclamations, member disputes, and member fraud cases, with knowledge, empathy, and understanding.
- Exercise good judgment when establishing Fresh Start loans for members who may qualify and have the capacity to repay. Follow-up to ensure all required signatures are received.
- Contact members who have a delinquent Fresh Start loan, and establish appropriate repayment plans according to credit union guidelines.
- Maintain accurate documentation on all collection activity via the credit union’s collection system.
- Ensure negative share and Fresh Start loans are charged-off according to credit union policy.
- Consistently follow credit union policies and procedures and all relevant regulations.
- Review, monitor and track Turning Point accounts to ensure compliance with credit union specific account requirements. Work with branch and contact center employees to correct any account that is outside specifications.
- Monitor ODP usage and make decisions to suspend overdraft privileges if applicable.
- Provide exceptional service to internal customers as the subject matter expert on the credit union’s overdraft program. As needed, suggest to management, or provide training to credit union personnel on overdraft, Fresh Start and Turning Point programs.
- Monitor Salesforce cases, and ensure cases are resolved in a timely manner.
- Serve as back-up for the collection staff and Charge-off Recovery Specialist, requiring basic knowledge of delinquent loans and charged-off account collections.
- Promotes honest and open communication throughout the credit union.
- Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
- Other duties as assigned.
Education and Experience Requirements:
- High School education required.
Required Knowledge, Skills and Abilities:
- Ability to handle personal and sensitive member issues with tact, courtesy and empathy.
- Ability to work with internal partners to create efficiencies and provide superior service to our members.
- Knowledge of Fair Debt Collection Practices Act, SCRA, TCPA, and FCRA.
- Knowledge of credit union services and products.
- Ability to self-initiate areas of opportunity, make recommendations for improvement, and follow up as necessary to achieve desired results.
- Must be organized and detail oriented.
- Ability to multi-task.
- Able to function and thrive in a high-volume production environment.
- Able to work effectively individually and within a team environment.
- Ability to resolve interpersonal conflict and miscommunications.
- Must have good verbal and written communication skills.
- Ability to maintain a high level of confidentiality.
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