Counselor - Loan Resolutions 1

TDECU • Post Oak, MO

8d • Onsite

About The Position

This position is responsible for contacting members regarding loan delinquencies, determining their ability to pay, and setting up effective repayment schedules. The role involves educating and counseling members, processing payments, and collaborating with management on complex cases. Additionally, the counselor will trace delinquent members, handle incoming calls from other departments, place holds on cards for delinquent accounts, flag accounts on the Core System, and maintain monthly goals and metrics.

Requirements

• High school diploma or an equivalent mix of education and experience is required.
• Strong interpersonal communication, strategic and creative thinking abilities.
• Assumes responsibility for achieving results.
• Serves as a resource to members, prospective members, and employees.
• Demonstrates effective time management.
• Strong working knowledge of relevant software including Microsoft Office, Word and Excel.

Nice To Haves

• Previous sales or collection experience is preferred.

Responsibilities

• Uses diverse forms of communication to make contact with the member, such as phone, email, automated dialing system and door knocker.
• Determine the member’s willingness and ability to pay and where applicable, sets up an effective loan repayment schedule. Educates and counsels members regarding loan delinquencies and inquiries.
• Takes payment by phone or account transfers.
• Consults with Loan Resolutions managers regarding escalated phone calls, difficult or special cases, upset members, and all other complex inquiries.
• Traces delinquent members to new addresses by inquiring through credit bureaus, or through the researching of third party skip trace vendors.
• Field incoming calls from various departments to assist and provide answers regarding the member's accounts and status.
• Place holds on debit and credit cards when accounts reach specified days delinquent.
• Flagging accounts with alerts on the Core System within a predetermined time frame.
• Maintains individual and department monthly goals and metrics set by management.

What This Job Offers

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