RESOLUTION AGENT (Collections)

Guardian Credit Union•Prattville, AL

5d•Onsite

About The Position

This role involves interviewing customers to understand the reasons for delinquency and taking appropriate actions to resolve accounts, which may include loan modifications or workouts. The agent will counsel customers on their financial obligations, advise them of available options, and solicit payment agreements. Additionally, the role requires responding to customer inquiries via phone and in person regarding various issues such as collateral transport, insurance claims, and account updates. The agent will also recommend further actions like repossession or legal proceedings, demonstrating judgment within regulatory frameworks. Monitoring and processing loan payoffs, ensuring accurate and timely communication with relevant parties, and maintaining complete and updated customer files are key responsibilities. The role also involves researching and analyzing data on past due accounts, fraudulent activity, and assisting other departments with transactions and customer requests.

Requirements

Six months to two years of similar or related experience, including time spent in preparatory positions.
A high school degree or GED is required.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs.
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 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 perform job functions independently and with limited supervision.
Must work effectively 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 financial calculations with 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 stress of deadline, requirements for extreme accuracy and quality and/or fast pace.
Must be capable of exercising highest level of discretion on confidential matters.

Responsibilities

Interview customers to determine reason for delinquency and take appropriate action to resolve the account (could include loan modifications or loan workouts).
Counsel customers concerning their financial obligations, advise of options and solicit agreement of payments.
Respond to customer inquiries by phone and in person (could include but not limited to: requests to transport our collateral out of country, CPI claims, GAP and other dealer sold insurances, NADA values, address updates).
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.
Monitor and process loan payoff information and provide this communication to dealerships, insurance companies and all appropriate parties in an accurate and timely manner.
Ensure customer files are kept updated and complete, and all required documents are filed (includes completion of adverse action forms).
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 collections department and branch managers in fulfilling customer requests and merchant verifications.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.