POSITION TITLE: Total Loss Specialist

REPORTS TO: Collections Manager

PAY GRADE: 7

DEPARTMENT: Member Solutions

FLSA STATUS: Non-Exempt

LOCATION: Hybrid

What success looks like in the first 3 months:

• Display proficiency in the processing of Total Loss Files, filing of GAP claims, requesting warranty refunds to satisfy loan balances.

• Able to properly intake documentation pertaining to a vehicle involved in accident deemed as a total loss

• Proficiency in outbound calls and communication with members, insurance companies, dealerships, and auto body shops.

PURPOSE: The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act. The primary purpose of this position is to deliver high quality service to both internal and external members. The position will process all total loss claims. Intake all documentation pertaining to a vehicle that has been involved in an accident and deemed a total loss. Make outbound calls and communicate with members, insurance companies, and dealerships in an effort to close out the claim process to pay the loan balance. In addition, the position assists in the daily clerical and operational tasks pertaining to the respective functions of the department.

ESSENTIAL DUTIES:

• Processes Total loss Files, File GAP claims and request warranty refunds to satisfy loan balances.

• Responsible for intaking all documentation pertaining to a vehicle that has been involved in an accident and deemed a total loss.

• Makes outbound calls and communicates with members, insurance companies, and dealerships in an effort to close out the claim process to pay the loan balance

• Posts special deposit checks from Collection Attorney’s, Collection Agencies, and Trustee checks

• Process department accounts payable items through AVID or other designated systems.

• Sort and deliver department mail to other Member Solution team members

• Scan all Member Solution charge off files to Fast Docs and any necessary documents pertaining to accounts being worked

• Assist with pulling titles and mailing to designated assigned auction.

• Assist collectors with clerical and operational tasks within the department

RECOMENDED BACKGROUND:

• High school diploma or equivalent

• Two years previous experience working in a Financial Institution Branch position or experience working in a collections or similar support function in a Financial Institution is preferred

• One-year experience of Accounting experience preferred.

• Must be familiar with collection laws, policies and procedures

• Must be able to perform all duties and responsibilities within the parameters of the credit union’s core values to Care, Listen, Learn, Solve, and Act

• Must be tactful and have the ability to quickly explain Credit Union policies, procedures, and services.

• Must be able to represent the credit union and its guidelines professionally with a high degree of diplomacy to ensure opportunities for current and future negotiations remain positive.

• Must be proficient in the use of the Credit Union computer system or personal computer, computer generated reports

• Must be proficient in working with Excel spreadsheets

• Must be proficient in working a calculator and other standard office equipment.

• Must have the ability to perform detailed work with numerical data and to make accurate arithmetic computations rapidly and easily

• Strong verbal and written communication skills. Strong interpersonal and customer service skills. Ability to be resourceful, perceptive and persuasive when solving problems. Displays, diplomacy and patience when dealing with members and staff.

• Must be able to maintain strict confidentiality of information

• Must be detail oriented and able to meet strict monthly deadlines

ADA REQUIREMENTS

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Sits more than 6 hours a day. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to stay calm when being challenged by customers in a stressful manner.