Account Resolutions Specialist

General Electric Credit Union•Blue Ash, OH

1d•Onsite

About The Position

General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee-friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities. The Account Resolutions Specialist is responsible for proactively managing and resolving member accounts, particularly those in delinquency, by processing appropriate loan modification options. This role involves direct member interaction through various channels (inbound and outbound calls, email, voicemail, chat, Teams), adhering to strict regulatory guidelines, and ensuring timely and accurate documentation.

Requirements

High school diploma or GED required
Minimum of one year of experience working in financial support, loan processing, or customer service role with transactional/operational experience required
Demonstrated understanding of collections operations, lending processes, and relevant loan products
Thorough knowledge of the Fair Debt Collection Practices Act (FDCPA) and other relevant compliance regulations
Effective communication and interpersonal skills, both verbal and written, with the ability to handle sensitive member interactions professionally and empathetically
Strong negotiation and problem-solving skills to effectively resolve account matters and offer suitable solutions
Proficiency in using collections software, CRM systems, and Microsoft Office Suite (Excel, Word, Outlook, Teams)
Ability to manage time effectively, prioritize tasks, and work efficiently in a high-volume environment

Nice To Haves

Two years of experience in a collections role focusing on consumer loans, credit cards, and/or student loans preferred

Responsibilities

Handle all incoming calls related to loan modification requests
Evaluate member financial situations and recommend appropriate loan modification options based on eligibility criteria and company guidelines
Process and complete loan modification agreements from start to finish, ensuring adherence to regulatory standards and timely documentation in relevant systems
Answer inbound calls and assist members with accounts less than 30 days past due
Transfer calls for accounts exceeding 30 days delinquent to the appropriate Resolution Specialist
Make outbound calls as needed to support the team including contacting members to assist with modification applications, requesting additional documentation for modification processing, or calling to obtain arrangements on accounts that are in various stages of delinquency
Respond efficiently to member inquiries received via email, voicemail, and internal communication platforms (Teams or Glia)
Maintain accurate and up-to-date account records, documenting all member interactions, collection efforts, and payment arrangements
Consistently meet or exceed productivity standards for call volume, account resolution, and documentation
Identify opportunities for process improvement and contribute to departmental initiatives aimed at enhancing efficiency and recovery rates
Comply with all applicable federal and state debt collection regulations, including the Fair Debt Collection Practices Act (FDCPA), and company policies and procedures
Perform other duties to support the department as needed