Account Solutions Representative

Partners 1st Federal Credit Union • Fort Wayne, IN

20h • Onsite

About The Position

This position is for individuals who are professional problem solvers that strive for customer satisfaction and are able to work at our Directors Row location, Fort Wayne, IN, full-time, 37.5 hrs/wk, with a schedule of Mon-Fri: 9:00am-5:00pm. The role is to preserve the credit union's assets by controlling delinquent loan accounts and overdrawn share/share draft accounts, collecting delinquent loan payments and/or recovering collateral. Provide financial counseling to members who are in financial distress. This role requires behaviors and actions that reflect the credit union's culture, mission, and core values through exceptional service that supports both employees and members. A strong commitment to service excellence and member-focused solutions is essential to the success of this position and the credit union.

Requirements

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• High school education or GED
• Ability to calculate figures and amounts, such as discounts, interest, percentages, rates, ratio, and yields.
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Sits more than 6 hours a day.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform basic mathematical calculations with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.
• Must be able to stay calm when being challenged by customers in a stressful manner.

Nice To Haves

• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Responsibilities

• Interview members to determine reason for delinquency. Take appropriate action to resolve the account (could include loan modifications or loan workouts). Counsel members concerning their financial obligations, advises of options and solicits agreement of payments.
• Ensure customer files are kept updated and complete, and all required documents are filed.
• Analyzes financial situation of delinquent borrowers and recommend further action as deemed necessary (i.e. repossession, legal action, foreclosure, referral to collection agency). Demonstrates judgment and discretion within the framework of all applicable regulations and policies.
• Researches and analyzes data on past due loan accounts, non-sufficient return items and negative share balances, and claims of fraudulent account activity
• Assist other departments and branches with transactions as needed. Provide support for the Account Solutions department and branch managers in fulfilling customer requests.
• Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Benefits

• paid illness
• personal time
• vacation
• holidays
• medical/dental/vision/life insurance
• generous 401(k) retirement plan with company matches
• tuition reimbursement
• weekly pay
• professional and fun office working environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED