Account Resolution Specialist

FIRST CREDIT UNION•Chandler, AZ

5d•Onsite

About The Position

Responsible for collecting on accounts while balancing the goodwill of members with the overall business interest of FCU. Locate and notify members of delinquent accounts by mail, email or telephone to solicit payment. Duties include making payment arrangements with members when possible, while maintaining a current record and account details. All member contact must remain professional and ensure strict compliance with State and Federal credit and collection rules and regulations in all collection practices.

Requirements

High school or equivalent. Associates degree preferred.
One year related experience and/or training; or equivalent combination of education and experience.
Superb customer service orientation.
Strong numeric ability.
Accuracy and attention to detail.
Maintain Fair Credit Reporting.
Computer proficiency. Knowledgeable in MS Office Suite required.
Stress management/composure.
Good listening and communication skills.
Honesty and integrity.
Teamwork.
Ability to professionally compose own correspondence.

Nice To Haves

Previous Collector experience with a credit union highly desirable.
Multi-lingual capabilities to include Spanish are a plus.

Responsibilities

Maintain verbal and written contact with members and others associated with overdue obligations.
Identify the reason for delinquency by contact with members. Record information about financial status of member and status of collection efforts after each member conversation.
Attempt to cure delinquency by assisting member with payment arrangements.
Recover funds owed to Credit Union through all legal voluntary and involuntary means.
Follow up daily on broken payment arrangements.
Handling incoming phone calls and provide exceptional member service.
Possess knowledge of the Credit Union’s products and services.
Document all conversations and actions accurately and timely.
Build relationships with members through cross selling when appropriate.
Refer account to repossession agencies, attorneys, collection agencies and reporting agencies as appropriate.
Maintain a basic understanding of bankruptcy laws.
Contact other creditors, contact member references, research social media accounts and public information websites to gain contact information about delinquent members (Skip Tracing).
Timely filing of proof of claims bankruptcy, reaffirmation and notice of claims for deceased.
Respond to employee questions/requests whether in person, by email or phone.
Participate in department staff meetings and attends other meetings, seminars or training.
Comply with the Bank Secrecy Act (BSA) and the Fair Debt Collection Practices Act (FDCPA).
Complete special projects as assigned.