Account Resolution Associate

Nutmeg State Financial Credit Union•Rocky Hill, CT

About The Position

The primary purpose of this position is to be responsible for assisting members with delinquent loan accounts by providing respectful, solution-focused support. This role focuses on early- and mid-stage delinquency, routine account follow-up, and member communication while ensuring full compliance with federal and state regulations. The Account Resolution Associate works closely with members to help them regain good standing and protect the credit union’s assets.

Requirements

High school diploma, or equivalent, required
A minimum of one year of prior experience in collections, recovery, or account resolution within a fast-paced financial institution required.
Budgeting and financial guidance
Debt management
Strong verbal and written communication
Strong technical skills with Microsoft products and core banking systems

Nice To Haves

Prior credit union experience preferred.

Responsibilities

Proactively partner with members to understand root causes of delinquency and design personalized repayment solutions that support long-term account health while maintaining the credit union’s best interests.
Evaluate eligible accounts for workout loans, extensions, and rewrites, ensuring each aligns with policy, regulatory requirements, and member capacity.
Assess and apply the full range of available curing tools to prevent further delinquency.
Conduct conversations with curiosity and care. Identify root causes to match solutions appropriately.
Present a variety of compliant options that best suit the member’s capacity and risk to the organization.
Ensure timely follow-ups to check progress, remove barriers, and celebrate milestones toward current status.
Review daily/weekly work reports, identify accounts needing action or follow-up.
Set up and monitor texting campaigns and respond to members in a timely and compliant manner.
Maintain accurate and comprehensive records of all interactions, payment plans, and account actions in line with internal policies and procedures.
Ensure compliance with regulatory requirements, such as the Fair Debt Collection Practices Act, to protect both the credit union and members.
Participate in ongoing audits of accounts to ensure all compliance standards are met and proper documentation is maintained.