Resolutions Specialist I

TUCOEMAS FEDERAL CREDIT UNION•Visalia, CA

4h•$21 - $25

About The Position

The Resolutions Specialist I communicates with members and collects and follows up on past-due loan and VISA accounts under limited supervision. The role works to bring delinquent accounts current through phone, mail, email, and in-person communication, while supporting a coordinated collection effort across loan and VISA portfolios. The specialist manages early- and mid-stage delinquent accounts, documents collection activity, negotiates payment arrangements in accordance with credit union policy, and follows up on payment commitments to achieve positive resolutions and member satisfaction. The position is expected to meet productivity and monthly collection goals, maintain compliance with applicable regulations and internal policies, and escalate complex issues to a Resolution Specialist II or manager. The role also calls for living out the organization’s stated Core Values in interactions with members and team members.

Requirements

High school graduate or recognized equivalent (GED).
Ability to be bonded.
At least 1 year of experience working in a credit union or financial institution.
Knowledge of federal and state laws regarding the collection of consumer debts, skip tracing methods, the credit union’s collection policy, and phases of credit union operations.
Demonstrable initiative and good judgment in making sound decisions.
Effective verbal and written communication skills.
Ability to establish and maintain effective work relationships while performing required duties.
Ability to gather and analyze data and prepare clear, concise reports.
Ability to maintain confidentiality.
Ability to organize work to meet deadlines.
Experience providing outstanding customer service and interacting with people or customers in service and sales environments.

Nice To Haves

Bachelor’s degree in Business Administration, Finance, or a related field.

Responsibilities

Communicate with members by phone, mail, and in person to arrange payment and bring delinquent accounts current.
Assist the Resolutions supervisor in coordinating collection efforts for loan and VISA portfolios.
Manage early- and mid-stage delinquent accounts.
Make outbound collection calls to assigned delinquent accounts and send letters and emails encouraging payment.
Take inbound calls from members seeking help with payments or payment arrangements.
Accurately document all collection activity.
Negotiate payment arrangements in accordance with credit union policy to motivate members to bring loans current.
Follow up promptly on promises to pay and payment commitments to support positive resolutions and member satisfaction.
Meet productivity and monthly collection goals assigned by management.
Escalate complex issues to a Resolution Specialist II or manager.
Comply with applicable regulations and internal policies.
Live out the organization’s Core Values in every interaction with members and team members.