Senior Resolution Representative

WORKERS FEDERAL CREDIT UNION•Littleton, MA

6d•$28 - $34•Hybrid

About The Position

At Workers Credit Union, everything starts with a simple but powerful purpose: We enable financial prosperity through values-driven solutions because everyone deserves a future they can believe in. For more than a century, we’ve been a trusted partner in helping people make confident financial decisions and build stronger futures. Today, as a $2.5B organization serving over 120,000 members, we continue to evolve, thoughtfully blending personal connection with modern capabilities to better support our members in the moments that matter most. We call this the Workers Way. It shapes how we show up every day, with personalized guidance, practical solutions, and a deep commitment to doing what’s right. Just as importantly, it defines how we work together. We choose purpose over ego. We communicate directly with respect. We dare to grow. We do the right thing, always. And we win together, because meaningful results are built through shared success. As we look ahead, we’re building on a strong foundation and continuing to evolve how we operate and deliver impact, simplifying experiences and strengthening capabilities. We have big plans for the future, and we hope you’ll be part of what comes next. This role operates in a professional office environment and follows a hybrid work schedule requiring a minimum of three days per week on-site in Littleton, MA.

Requirements

HS diploma or equivalent.
Five years of collections experience
Knowledge of Collection practices and law, bankruptcy law and court procedures; telephone collection skills; knowledge of COCC computer system and IBS collection package; computer skills

Responsibilities

Performs collection activities on delinquent accounts greater than 30 days past due including minimum daily call requirements for outbound volume, answer ACD and direct inbound calls, emails, and written correspondence as necessary to resolve delinquent accounts with members.
Process internal payment transfers
Process payments over the phone and ensure proper credit to loan
Review unapplied/ACH reject payments for proper processing
Consults with members to assist in preventing delinquency by arranging payment plans. Review credit reports and other financial information to recommend a solution to resolve delinquency(ies) including modification, deferment, troubled debt restructure, and the like.
Review and recommend accounts for charge off
Gather asset value, vehicle condition, photos, and expenses on impounded vehicles and voluntary surrenders. If necessary, order a field audit. Review findings with AVP and/or VP of department
Performs skip tracing when necessary (no communication, possible fraud, returned mail, disconnected phone numbers, no lien etc)
Send Right to Cure / Demand notices (certified and regular mail) to borrower and coborrower(s). Check state where property is located to ensure our compliance with demand notice and related actions.
Verify our lien has been placed, confirm not active duty (SCRA), update collateral value, and assess the loan to value before placing for repossession
Assign approved delinquent accounts to a repossession agency. If out of state, contacts agent to get necessary paperwork such as fees and charges as well as bond insurance. Provide repossession agents with any necessary documentation, which would facilitate them locating the vehicle.
Follow up on all accounts assigned for repossession with agent regarding the status and any updated information.
Once a vehicle has been repossessed, send a Redemption Letter within allowed timeframe (certified and regular mail), review the condition report, determine if keys are needed (if not redeemed) and take appropriate action.
Review, approve, process invoices, and determine if fee will be assessed to loan
Work with member until unit is redeemed or prepped (keys and title) to be transported to auction.
Prepares and files skip and damage claims with the credit union’s insurance carrier, in a timely manner
Updates collection notes with all collection actions and activity in a concise and timely manner
Monitors and maintains Bankruptcy Accounts. Updates Bankruptcy report monthly. Files necessary paperwork with court to protect the Credit Union’s interest in an asset and/or account. Work with our bankruptcy attorney.
Adheres to established policies and procedures as well as state and federal regulations governing collection activities.
In office requirements to mail time sensitive letters (demand and redemption letters) regular and certified mail. Also, document returned mail in the collection system. File requested titles on the tickler filing system.
Act as a mentor for other Member Solutions staff, sharing acquired knowledge as needed.
Maintains confidentiality of all data.
Regularly demonstrates behaviors as defined by the credit union’s Fundamentals, which are part of the Workers Way culture program.
Performs additional duties as requested
Adhere to all WCU policies and procedures, which include security compliance and following guidelines intended to limit risk exposure to fraud and losses.
Participates in department and/or organizational projects as directed.
Performs other tasks or functions as required, requested, necessary or prudent from time to time.
Maintains confidentiality of all member and credit union information and data.
Regularly demonstrates behaviors as defined by the credit union’s Fundamentals, which are part of the Workers Way culture program.