Credit Resolutions Agent

Silver State Schools Credit Union•Paradise, NV

1d•Onsite

About The Position

The Credit Resolutions Agent preserves the Credit Union's assets by handling complex delinquent loan and negative shares. This role involves maintaining proactive contact with delinquent members to determine the reasons for delinquency or negative shares, identifying potential credit union financial assistance programs, and making and following up on arrangements to bring accounts current for members who do not qualify for assistance programs. The agent may also take action to initiate recovery of applicable loan collateral. The Credit Resolution Agent team serves as the credit union's front-line staff, diligently working to reduce delinquent loan statuses and negative share losses to ensure all loan accounts are maintained in a current payment status.

Requirements

High school diploma or general education degree (GED).
A minimum of 1 year of related experience and/or training, or equivalent combination of education and experience.
Ability to work in a team environment focused on quality member service.
Ability to treat delinquent member-borrowers with respect to maintain an open line of continued communication.
Adherence to all aspects of the Fair Debt Collection Practices and Best Practice.
Proficiency in documenting and recording all member-borrower contact and actions taken.
Understanding of payment application and GL balancing.
Familiarity with 'how can we assist' and loan modification procedures.
Ability to prepare collection correspondence.
Ability to maintain phone and other member communication availability.
Adherence to Credit Resolution phone etiquette and monitoring expectations.
Ability to work harmoniously with leadership on departmental issues.
Ability to communicate with members via all forums.
Understanding of Bankruptcy fundamentals and Pacer review.
Ability to follow collection checklists by stages.
Ability to answer member-borrower inquiries and resolve outstanding issues.
Professional behavior that supports team efforts and enhances team behavior, performance, and productivity.

Nice To Haves

Exceptions to the minimum experience requirement may be made on a case by case basis.

Responsibilities

Contribute to the development and refinement of the credit union's loss mitigation vision and strategy.
Negotiate with member-borrowers for arrangements to cure past due payment status on credit union loans and negative shares, setting realistic payment arrangements and maintaining timely follow-up.
Offer loss mitigation and financial hardship assistance when member-borrowers are in financial distress.
Develop and demonstrate subject matter expertise pertaining to collection current and updated regulations and the credit union's loss mitigation policies, operating guidelines, or operating procedures.
Adhere to all aspects of the Fair Debt Collection Practices and Best Practice when contacting and maintaining contact with member-borrowers.
Utilize approved credit union service providers to locate member-borrowers or any applicable loan collateral.
Document and record all member-borrower contact, attempted contact, or action(s) taken within the member-borrower's account and/or loan file with sufficient detail.
Ensure appropriate payment application.
Make certain the payment GL is balanced daily.
Follow 'how can we assist' and loan modification procedures.
Recommend non-collectability on accounts where member-borrowers lack the capacity and/or intent to make future payments.
Escalate accounts to the Leadership team when efforts to resolve a past due status are determined uncollectable.
Work assigned various delinquency categorizations and/or type of queues in an expedient fashion and assist other Credit Resolution Agents.
Prepare collection correspondence, including demand letters, adverse action letters, subsequent action letters, specific and individual letters to member-borrowers.
Partner with Credit Resolution Leadership on all process improvement.
Maintain phone and all other member communication availability consistent with credit resolution expectation and process.
Abide by Credit Resolution phone etiquette and monitoring expectation.
Work harmoniously with the Credit Resolutions Leadership on issues arising within the department, including recommending vehicles for repossession, legal action, loans for charge-off review, assisting with report creations/data entry, and reconciliation of vendor invoices.
Communicate with members via all forums.
Attend small claims court as needed.
Stay apprised of Bankruptcy fundamentals and review of Pacer prior to any further escalation.
Follow all items on the collection's checklist by stages (30, 60, 90, 120 days past due).
Answer member-borrower inquiries, review collection notes, and attempt to resolve outstanding issues in a timely manner.
Perform other collection activities as assigned by the Leadership team.
Demonstrate professional behavior that supports team efforts and enhances team behavior, performance, and productivity.
Complete tasks as assigned by leadership.