Resolutions Specialist I

 Live out our Core Values with every member and team member in every interaction.

1. Stop doing stupid things

2. Be the sunshine today

3. Sweep your own doorstep

4. Be awesome!

5. It takes a village

6. Champion in the arena!

· Under limited supervision, you are responsible for effective communication with members and collecting and following up on past-due loan and VISA accounts

· Communicate with the member by phone, mail, and in person to make arrangements to bring the delinquent account current

· You assist the Resolutions supervisor, ensuring a coordinated collection effort of loan and visa portfolios.

· Manage early- and mid-stage delinquent accounts

· Make outbound collection calls to assigned delinquent accounts. Correspond with members via letters and emails to encourage payment of assigned delinquent accounts.

· Take inbound calls from members who need assistance with making payments or who need to make payment arrangements.

· Document all collection activity accurately.

· Motivate/influence members to bring their loans current by negotiating payment in accordance with credit union policy.

· Provide timely follow-up on promise to pay and payment commitment accounts to ensure a positive resolution and member satisfaction.

· Meet productivity and monthly collection goals as assigned by management.

· Escalate complex issues to a Resolution Specialist II or manager.

· Maintain compliance with applicable regulations and internal policies.

· High school graduate or recognized equivalent (GED)

· Ability to be bonded.

· Must have at least 1 year of experience working in a credit union or financial institution.

· Knowledge of all federal and state laws regarding the collection of consumer debts, skip tracing methods, collection policy of the credit union, and a good knowledge of all phases of the credit union operation.

· Demonstrable skills in exercising initiative and using good judgment to make sound decisions

· Effective verbal and written communication skills

· Establish and maintain effective work relationships while performing required duties.

· Gather and analyze data and prepare various clear and concise reports.

· Maintain confidentiality.

· Organize work to meet deadlines.

· Experience providing outstanding customer service and interacting with people/customers in service and sales and service environments.

· Desired- A Bachelor's Degree in Business Administration, Finance, or related field