Member Resolution Specialist

Responsible for the control of late and/or delinquent loan accounts and pending late payment reminders. Make follow-up telephone calls and/or in-person visits on delinquent loan accounts and maintain accurate records of delinquent loan accounts. 

Essential Duties

• Actively works on the collection queue on delinquent accounts
• Review assigned delinquent accounts with the Member Resolution Manager on a daily basis 
• Send out appropriate notices/letters for past-due payments on delinquent accounts 
• Responds to payment arrangement requests in accordance with the collections policy 
• Notify co-signer/s of delinquent account status 
• Skip-trace accounts according to the prescribed routine 
• Maintain proper follow-up on all delinquent loans to determine appropriate action 
• Ability to assist in the sale of collateral in the process of liquidation 
• Receive and respond to mail, telephone, or personal inquiries related to delinquent loan accounts or the sale of repossessed collateral 
• Knowledge of regulations and compliance, as it applies to collections 
• Maintain records on bankruptcy accounts for submission to the Bankruptcy Collection Officer 
• Flag delinquent member accounts in the main computer, as necessary
• Assist Member Resolution Manager with extensions, rewrites, hardship accounts, problem collection accounts, repossessions, and adjustments
• Process GAP insurance claims and assist credit union staff with any GAP claim questions 
• Knowledge of credit union security procedures immediately notifies the supervisor of any irregularities 
• Assist in preparing all end-of-month reports
• Make outside collection calls in the field as assigned by the Assistant Manager or Manager 
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA), Patriot Act, Office of Foreign Assets Control (OFAC), and robbery procedures 
• Assist in any related area as directed by the Assistant Manager or the chain of command thereof 

Education/Experience

• High School Graduate or equivalent 
• Two (2) years collection experience 

Tests/Certificates/Licenses

• Driver's License 

Skills/Competencies

• Personal computer knowledge; skills in using MS Word, and Excel 
• Ability to calculate figures and amounts (electronically and manually) such as, but not limited to; interest, dividends, and percentages and apply concepts of basic mathematics 
• Ability to maintain confidentiality of work and/or information
• Ability to interpret, adapt, and apply credit union/job/general guidelines and procedures
• Excellent verbal and/or written communication skills (in-person and/or by telephone)
• Demonstrated leadership, self-motivated, and team-oriented qualities 
• Conduct yourself in a professional and mature manner
• Ability to organize, prioritize, and work well under pressure
• Ability to maintain a high degree of accuracy
• Flexible work hours 
• Electronic storage and retrieval 
• Office electronics (printers, scanners, calculators, fax, and copiers)
• Ability to solve problems and make decisions, using logic and analytical skills 
• Bilingual (English/Spanish); preferred, but not required 
• Working knowledge of credit union products and services, collection laws and procedures, and success in delinquency control 

Physical Demands/Work Environment

• Constantly required to talk and hear
• Constantly required to use close vision, color vision, and the ability to focus 
• Frequently required to sit; to use hands to finger, handle, or feel 
• Occasionally required to lift or move up to 25-50 lbs. 
• Occasionally required to stand and walk; to reach outward/above shoulders; to stoop kneel, crouch or crawl
• Occasionally required to work outdoors 
• Occasionally required to use distance vision, peripheral vision, and depth perception
• Moderate noise level working environment