Special Accounts Officer

7 months ago


Langley, Canada First West Credit Union Full time

We are currently seeking a Special Accounts Officer (Retail) to join our team.

The Special Accounts Officer (Retail) provides exceptional service to existing members by engaging in conversations to better understand their financial challenges. This role manages the delinquency control program for FWCU retail memberships. Responsibilities include 1st & 2nd line of defense duties, collection activity, risk assessments, identifying members’ financial challenges and provides options for resolutions including our Back on Track Program.

**Here’s what would be included as a part of your typical day**
- **Delinquency Control**: Maintains an effective retail delinquency control program by monitoring 8-89-day delinquency and all overdrafts for an assigned portfolio; actively pursues opportunities for recovery through conversations with members determining financial ability & needs; ensures the appropriate actions are in place to mitigate losses to FWCU.
- **Risk Control & Recovery**:Assesses risk associated with delinquent accounts in assigned 8-89-day portfolio by identifying risk factors, analyzing reasons for account failure, and evaluating chances for recovery; initiates collection activity and maintains records of all activity undertaken. Consults with management on Small Claims Court legal actions required to enforce collection and obtains approval to initiate court action. Recommends write-offs and follows up on written off collections to determine change in status and potential for future recovery.
- **Member support**:Counsels members on financial options and alternatives to aid in recovering delinquent accounts, including payment adjustments, debt consolidation, and rewriting loans. Back on Track Program recommendations for existing members experiencing a hardship ensuring the solution is in the best interest of the member and FWCU.
- **Reporting**:Manages data entry on multiple reports for memberships under your assigned portfolio, such as, volumes, bankruptcies, repossessions, legal actions, and matured mortgages.
- **Department goals and planning**:Supports achievement of annual department goals and objectives through proactive involvement of the improvement, and implementation of procedures. Participates in department initiatives.
- **Matured Retail Mortgages**:Manages a portfolio of matured retail mortgages. Completes risk assessments and provides recommendations to Special Accounts management.

**Required Skills, Experience & Qualifications**
- High school diploma required; diploma preferred
- 2+ year related experience in a retail lending role required
- Knowledge of loan administration/documentation would be an asset
- Demonstrated written and verbal communication skills, with the ability to interact effectively with a wide variety of stakeholders, including Members, Advisors and Management levels
- Take responsibility for self-development and continuous learning
- Proficient with computer software programs e.g. MS Office
- Demonstrated understanding of documentation, file maintenance and loan policies within First West Credit Union.
- Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.

**Pay Transparency**

Salary Range: $48,640 - $62,300



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