Credit Solutions Professional

Northern Credit Union • Watertown, NY

1d • $25 - $32 • Remote

About The Position

POSITION OBJECTIVE: Through Ownership pride, the Credit Solutions Professional enhances the overall experience for members and internal owners by exhibiting versatility and other Ideal Team Player Virtues & Attributes including an intrinsic drive to deliver the “WOW” member service experience with each encounter and by contributing to the Team’s solutions focused efforts. The Credit Solutions Professional proficiently identifies and establishes strong connections between member needs and mutually valuable credit repair solutions that help members through their financial hardships in support of Northern’s Mission, Vision & Strategic direction. ESSENTIAL JOB FUNCTIONS : Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by: Exhibiting high energy, a positive attitude, creativity and passion for member service. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally. Engaging in the recommendation, research, development and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings and publishing regular announcements. Committing to improve our engagement with local communities within our chartered areas. Proactively monitors and assists with reducing the Credit Union’s overall delinquency by: Effectively collaborates with members to assess the causes of account and loan delinquency and develops tailored solutions such as payment arrangements, deferrals, due date revisions, re-aging or modification plans, and loan refinancing as warranted. Confidently communicating with members who show a negative balance, have returned checks or are delinquent borrowers for immediate procurement of past due payments. Accurately preparing accounts and attending bankruptcy meetings on behalf of the credit union when deemed appropriate. Ensuring timely ordering, reviewing, and comparing bankruptcy petitions to member’s file; as well as preparing reaffirmation agreements and proof of claims as required. Consistently applying skip tracing techniques to locate and reengage members Northern has lost contact with, aiding in account delinquency recovery and loan portfolio management. Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy. Effectively partner with outside vendors and attorneys to reduce overall Credit Union delinquency by: Accurately preparing and referring accounts to attorneys for legal action on foreclosures, replevins, deficiency balances and charge-offs, when applicable. Effectively selecting and coordinating repossession of assets linked to delinquent accounts. Proactively following up with credit union attorneys during legal action against debtors involving foreclosures, replevins, deficiency balances and charge-offs. Effectively reviewing State National (Insurtrak) reports and working with State National regarding members who are about to have, or have had, insurance forced placed on their accounts. Efficiently processes total loss claims received from insurance companies and reviews and processes Trustage insurance benefits, credit disability, credit life and GAP coverage. Thoroughly reviews and processes levies and restraining notices, maintaining accurate records, updating all required internal systems, and completing necessary communications. Through collaboration and team communication, ensures the overall success and growth of the Credit Solutions area through: Supporting the overall success and growth of the Credit Solutions area through collaboration and effective team communication. Assisting the Credit Solutions Manager by partnering with Career Training & Development and Owner Engagement teams to deliver training for new and existing Internal Owners. Proactively ensures processes and procedures are communicated clearly to support departmental initiatives. Collaborating with departments such as Fraud Prevention, Underwriting, Home Lending, and Member Relations to develop proactive approaches that minimize delinquencies. Effectively communicates with team members by providing feedback, sharing best practices, and fostering a positive team environment. Promoting the Northern’s member-centric philosophy and demonstrates the “Standard of Excellence” by actively participating in department meetings, staying informed on organizational initiatives, and maintaining a professional presence in all interactions, including virtual communications. Contributes to Northern’s Financial Wellness Program by working with Member Relations to identify members in need of credit repair and proactively building relationships through education on available products and services. OTHER JOB FUNCTIONS: Through Ownership Pride, promote Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations. Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis. Collaborates with the Marketing Department to coordinate efforts of special promotions such as the “skip a pay” program. Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners. Stays informed and maintains a working knowledge of credit union regulations, policies and procedures, products/services and delivery channels. Develops and maintains key business relationships with vendors, association groups, and other parties as necessary and appropriate in support of Credit Union programs. Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration. Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends. Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives. Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in credit solutions. Takes initiative for personal career development and seeks opportunities to learn new skills. Telecommute work environment with local travel to Northern’s Relationship Centers as needed. All other duties as assigned

Requirements

• Associates degree from accredited college or university with a specialized course of study at a business or trade school in a related field is preferred.
• 6 months to 2 years of progressive experience in direct consumer collections is required.
• Exceptional member service skills are required: positive solutions focused approach, product and service knowledge, attention to detail, and adherence to operational policies and procedures.
• The incumbent must be a persuasive communicator with excellent command of verbal and written presentations.
• Clear communication with internal and external members through verbal and written correspondence is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
• A significant level of diplomacy is required with a proven ability to work under pressure and remain calm in tense situations with both internal and external customers.
• Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.
• Must be a high energy person who is self-motivated and results oriented and able to work in a fast paced environment.
• A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.
• Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate office equipment.
• Physical Strength : The employee is frequently required to stand and must be able to lift 30 lbs. on occasion.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving few variables.
• Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios, and percents, and to draw and interpret graphs.
• Language Ability: Ability to read a variety of books, magazines, instruction manuals, and online resources. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.

Nice To Haves

• Experience in commercial collections is preferred.
• Financial Counselor Certification is preferred.

Responsibilities

• Exhibiting high energy, a positive attitude, creativity and passion for member service.
• Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.
• Engaging in the recommendation, research, development and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service.
• Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings and publishing regular announcements.
• Committing to improve our engagement with local communities within our chartered areas.
• Effectively collaborates with members to assess the causes of account and loan delinquency and develops tailored solutions such as payment arrangements, deferrals, due date revisions, re-aging or modification plans, and loan refinancing as warranted.
• Confidently communicating with members who show a negative balance, have returned checks or are delinquent borrowers for immediate procurement of past due payments.
• Accurately preparing accounts and attending bankruptcy meetings on behalf of the credit union when deemed appropriate.
• Ensuring timely ordering, reviewing, and comparing bankruptcy petitions to member’s file; as well as preparing reaffirmation agreements and proof of claims as required.
• Consistently applying skip tracing techniques to locate and reengage members Northern has lost contact with, aiding in account delinquency recovery and loan portfolio management.
• Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy.
• Accurately preparing and referring accounts to attorneys for legal action on foreclosures, replevins, deficiency balances and charge-offs, when applicable.
• Effectively selecting and coordinating repossession of assets linked to delinquent accounts.
• Proactively following up with credit union attorneys during legal action against debtors involving foreclosures, replevins, deficiency balances and charge-offs.
• Effectively reviewing State National (Insurtrak) reports and working with State National regarding members who are about to have, or have had, insurance forced placed on their accounts.
• Efficiently processes total loss claims received from insurance companies and reviews and processes Trustage insurance benefits, credit disability, credit life and GAP coverage.
• Thoroughly reviews and processes levies and restraining notices, maintaining accurate records, updating all required internal systems, and completing necessary communications.
• Supporting the overall success and growth of the Credit Solutions area through collaboration and effective team communication.
• Assisting the Credit Solutions Manager by partnering with Career Training & Development and Owner Engagement teams to deliver training for new and existing Internal Owners.
• Proactively ensures processes and procedures are communicated clearly to support departmental initiatives.
• Collaborating with departments such as Fraud Prevention, Underwriting, Home Lending, and Member Relations to develop proactive approaches that minimize delinquencies.
• Effectively communicates with team members by providing feedback, sharing best practices, and fostering a positive team environment.
• Promoting the Northern’s member-centric philosophy and demonstrates the “Standard of Excellence” by actively participating in department meetings, staying informed on organizational initiatives, and maintaining a professional presence in all interactions, including virtual communications.
• Contributes to Northern’s Financial Wellness Program by working with Member Relations to identify members in need of credit repair and proactively building relationships through education on available products and services.
• Through Ownership Pride, promote Northern's Core Values throughout the organization.
• Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
• Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis.
• Collaborates with the Marketing Department to coordinate efforts of special promotions such as the “skip a pay” program.
• Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
• Stays informed and maintains a working knowledge of credit union regulations, policies and procedures, products/services and delivery channels.
• Develops and maintains key business relationships with vendors, association groups, and other parties as necessary and appropriate in support of Credit Union programs.
• Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration.
• Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
• Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives.
• Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in credit solutions.
• Takes initiative for personal career development and seeks opportunities to learn new skills.
• Telecommute work environment with local travel to Northern’s Relationship Centers as needed.
• All other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree