Account Resolution Specialist

Credit Union West•Glendale, AZ

10d

About The Position

The Account Resolution Specialist supports Credit Union West’s mission by providing accurate, timely, and professional service that builds member and team-member trust. The role is responsible for collecting delinquent consumer loans and negative shares, initiating and pursuing recovery of amounts owed, and communicating with members in a professional, member-friendly manner. The specialist encourages repayment through phone, email, mail, and text; researches member profiles and collateral; documents collection activity; and determines whether members may need assistance or whether further collection action is appropriate. The role also supports members with new loans that become past due or need insurance documentation, oversees repossession vendors, and helps joint or family members resolve secured and unsecured loans after a member’s death. The position requires compliance with internal procedures and applicable collection, bankruptcy, lien, and financial regulations.

Requirements

High school diploma or G.E.D.
1–3 years of experience in collections.
Ability to communicate effectively and tactfully with employees and members, orally and in writing.
Critical thinking and self-reliance to analyze and solve problems.
Excellent judgment and creative problem-solving skills, including negotiation and conflict resolution.
Effective time-management and organizational skills; ability to multitask and adapt while serving members and employees.
Working knowledge of Microsoft Office, SharePoint, and collaborative tools such as Teams and Zoom.
Thorough working knowledge of the organization’s Employee Handbook and policies.
Functional knowledge of the Bank Secrecy Act and other federal laws, including the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act.
Ability to live the credit union’s mission, vision, and core values.

Nice To Haves

Collections experience in a credit union or financial institution.

Responsibilities

Collect delinquent consumer loans and negative shares using phone, email, mail, and text messages while meeting productivity targets and balancing empathy with assertiveness.
Ask fact-finding questions, research and analyze member profiles, and determine whether assistance or more stringent collection action is appropriate.
Document collection efforts and pertinent information from member communications and other resources.
Research and investigate through computer systems to help locate collateral.
Understand collateral protection insurance and coverage requirements; initiate and follow up on skip claims filed with third-party insurance.
Follow internal policies and procedures and comply with applicable bankruptcy, lien, FDCPA, CFPB, and TCPA requirements.
Prepare loans recommended for charge-off after collection efforts have been exhausted.
Assist members with new loans that become past due or require proof of adequate insurance; explain payment methods and help set up online bill pay.
Oversee designated repossession companies, verify adequate and current insurance and bond coverage, initiate repossession assignments, and follow up on recovery execution.
Research and perform due diligence when seeking and hiring repossession companies for out-of-state or non-local areas.
Promptly and empathetically assist joint or family members after a member with open loans has died; review documents and help determine appropriate loan liquidation solutions.
Perform other duties as assigned.