Resolutions Representative

Role:

 The primary role of the Resolution Representative is to preserve the Credit Union's assets by assisting with the control of delinquent accounts, the collection of overdue loan payments, and the recovery of collateral, using the Credit Union's TREAD model as a guide.

Essential Functions & Responsibilities:

35% Duties involved with the collection of delinquent loan and overdrawn checking accounts include but are not limited to, the following: 

• a) Works collection queues and contacts delinquent accounts by phone, mail, and text message;
• b) Contacts members to determine the reasons for delinquency for loans being past due and/or checking accounts being overdrawn and assists them in developing plans to bring loans to a current status and checking accounts to a positive balance;
• c) Documents all conversations/correspondence with members by recording in the collection queue system and document housing systems;
• d) Prepares and gathers necessary documentation on loans to be extended or refinanced;
• e) Skip traces to locate missing debtors and/or collateral; 
• f) Responds to inquiries from members and staff regarding delinquent accounts.

30% Duties involved with the repossession of collateral are, but not limited to, the following:

• a) Sends appropriate letters regarding account status to members before escalation;
• b) Recommends and assigns non-performing auto loans for repossession;
• c) Monitors status of assigned repossession;
• d) Determines value of collateral and assesses the best strategy for the most financial recovery;
• e) Tracks and initiates warranty and GAP refunds.

20% Insurance related responsibilities include, but are not limited to, the following:

• a) Processes and follows up on TruStage Credit Life and Disability claims;
• b) Monitors new collateralized loans for acceptable insurance, initiates correspondence as required, and performs follow up action to protect the Credit Union's interest;
• c) Contacts members about their insurance to determine lapses of coverage;
• d) Monitors refunds of collateral protection insurance;
• e) Files claims with Credit Union's insurance provider when applicable;
• f) Responds to inquiries from members and staff regarding insurance.

5% Assigns charged off loans and checking accounts for either legal action (small claims) or to a reliable third-party collection agency.

5% Represents the Credit Union as appropriate in its relationship with members, organizations, suppliers, other financial institutions, third party groups and similar groups. Maintains communications with Resolutions Manager of trends in loan underwriting contributing to delinquent/charge-off loans.

5% All other job-related duties assigned

Performance Measurements:

1.  The employee’s actions should always embody the Credit Union’s TREAD model to teach, respect, empower, adapt, and deliver.
2. Contacts delinquent accounts by phone, mail, and in person; taking appropriate legal action to bring accounts current.
3. Maximizes the collection and/or recovery of the Credit Union assets from delinquent or charged-off loans and overdrawn or charged-off negative checking accounts.
4. Maintains accurate and complete records of all collection and recovery activity.
5. Maintains communications with the Resolutions Manager of trends in loan underwriting contributing to delinquent/charge-off loans.
6. Understands, implements and follows the Credit Union's policies and procedures; ensures all collection activity is legal and follows all credit union policies and relevant regulations.

Knowledge and Skills:

Experience 

One year to three years of similar or related experience. 

Education 

A high school education or GED. 

Interpersonal Skills 

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary. The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation internally and/or externally is an important part of the job.

Good communication and team player skills. Self-starter, who is motivated with the ability to motivate or influence others. Positive attitude, friendly, courtesy, tact, and professionalism are essential elements of the job. Detail oriented to ensure accuracy. Work involves personal contact with others inside and outside the organization, generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion. 

Other Skills

Working knowledge of basic computer skills and applications including email and work processing functions. Use/operate a computer keyboard and 10-key calculator by touch. Attention to detail and entering data accurately is essential. 

Physical Requirements

Written and verbal communication is important to impart detailed information accurately and efficiently to members and team members. Must be able to exert up to 30 lbs. of force to occasionally lift, carry, push, pull, or otherwise move objects. Work involves a combination of sitting, walking, and standing. 

Work Environment

Work is generally performed in a temperature-controlled office environment. Daily noise exposure includes sounds from office equipment, such as computers, telephones, and conversations between coworkers and members.