Sr Account Resolution Representative

Kirtland Federal Credit Union•Albuquerque, NM

1d•Hybrid

About The Position

Working at Kirtland CU is more than a job-it's a career, and one in the financial world! We pride ourselves on helping our employees learn, grow, and advance in any direction they choose. We offer a highly competitive salary, great benefits package and an energetic, vibrant work environment. We are currently seeking a Sr Account Resolution Representative to join Kirtland Credit Union! This is a regular, full-time, based at our Kirtland CU Headquarters in Albuquerque with hybrid opportunity after a period and based on manager discretion.

Requirements

Three to five years of relevant experience in debt collection, legal collections, recovery, or other post charge off–related fields.
Thorough knowledge of collection procedures and asset recovery strategies.
Advanced knowledge of legal recovery processes, including judgments, garnishments, levies, and post charge off financial data entry
Sound knowledge products such as consumer loans, credit cards, mortgages, and vehicle loans.
Excellent communication and interpersonal skills (written and verbal)
Demonstrated ability to execute on legal documents and contracts, and court orders.
Multi-task oriented
Ability to manage irate members in a professional manner
Proficient with Microsoft Office Suite

Nice To Haves

Associates degree in business-related college coursework is highly preferred.
Spanish speaking preferred but not required

Responsibilities

Responsible for the full-lifecycle management of delinquent and charged-off loans and share accounts.
This includes advanced skip tracing, analyzing and evaluating debts, and executing legal courses of action consistent with state and federal standards.
The Senior Representative is responsible for managing relationships with collection agency partners, legal counsel, and court officials while providing exceptional internal and external member service.
This role acts as a subject matter expert, assisting the department in maintaining accurate financial record-keeping for recoveries, including tracking amounts owed through judgments, garnishments, or stipulated agreements.
Ensured all actions align with the Credit Union’s policies, mission, vision, strategic goals, and industry guidelines.
Ensure sufficient, compliant, and productive contact attempts are made to borrowers with delinquent loans and charged-off accounts.
Determines the best course of action to facilitate the collection of payments, including evaluating whether a file should move to legal action or a third-party agency.
Provides formal recommendations for legal referral based on asset/employment research.
Contacts borrowers with delinquent loans via a variety of channels, including telephone, letter, or e-mail.
Conducts collection efforts politely, diplomatically, and with empathy, but also with persistence and persuasiveness.
De-escalates and resolves situations
Solicits information about the reasons for delinquency to evaluate potentially suitable loss mitigation actions.
Processes loan payments, ensuring accurate records and accounting across applicable systems.
Counsel borrowers regarding hardship options; for post-charge-off accounts, negotiate settlements and stipulate agreements with a high level of autonomy within authorized limits.
Understands and maintains current working knowledge of all applicable federal and state consumer credit collection laws (Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA), the Servicemembers Civil Relief Act (SCRA), the Telephone Consumer Protection Act (TCPA), the Truth in Lending Act (TILA), and the Uniform Commercial Code (UCC) and post-judgement recovery statutes.
Assumes responsibility for the effective administration of recovery and collections activities.
Demonstrates ability to make sound decisions in routine and non-routine situations with minimal supervision.
Researches and analyzes the status of debt, including the age of the debt, location of the debtor, and existence of enforceable security interests.
Utilizes third-party skip-tracing and search services to identify assets and employment for garnishment potential.
Calculates and tracks amounts owed by debtors, ensuring precise application of funds to interest, legal costs, fees, and principal in accordance with court orders.
Updates credit bureau reporting for debtors who settle or pay off charged-off debts to ensure ongoing regulatory compliance.
Analyzes non-routine situations critically and evaluates potentially acceptable solutions, considering the potential merits and drawbacks of each for all parties.
Identifies and recommends preferable solutions to non-routine situations, including presenting the reasoning for the recommendation.
Develops awareness of broader context of collecting on a loan – including by understanding the full extent of a member’s relationship with the Credit Union and the various channels members may use to make payments.
Proactively seeks to research and troubleshoot to be able to constructively discuss delinquency with a borrower.
Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence, in alignment with Account Resolution Department standards.
Maintains the Credit Union's professional reputation throughout collections operations and in all contacts with members, attorneys, and outside agencies.
Maintains confidentiality; keeps management informed of recovery trends and significant legal problems.
Assists in the onboarding or mentoring of junior staff and other duties within the Account Resolution Department as required.
Maintains professional, collaborative, and productive working relations with third parties such as auditors, legal counsel, and vendors.
Understands and facilitates legal recoveries, including: Repossession and Replevin proceedings.
Handle legal collections activities, including judgments and garnishments
How payments are posted to delinquent accounts, including partial payments, and accurate application of post-judgment interest and court costs.
Timing and financial impacts to an auto loan of a lapse in collateral insurance, including the addition to the loan balance of collateral protection insurance costs as applicable
Administration of guaranteed asset protection (GAP) coverage refunds, warranty refunds, and insurance claims to reduce net losses.
Charge-offs and referrals to outside partners for further collection action
Monitors vendor performance to ensure third-party agencies are meeting Kirtland CU’s recovery benchmarks.