Sr. Lead - Loan Resolutions

TDECU • Post Oak, MO

4d • Onsite

About The Position

Assist management team and provide support to Loan Resolution staff. Provide Best-in-Class service to internal/external Members and Communicate with employees using all channels across the organization.

Requirements

• High school diploma or equivalent mix of education and experience is required.
• Collection experience is preferred.
• Strong interpersonal communication skills and strategic and creative thinking abilities
• Leadership Skills
• Serve as a resource to members, prospective members, and employees
• Knowledge of relevant software including Microsoft Office, Word and Excel.
• Effective time management.
• Champion a positive member service atmosphere
• Assumes responsibility for achieving results.
• Lead by example and maintain professionalism
• Strong CBS MOS call model skills to share best practices and knowledge to maintain consistency and efficiency.
• Continually learns and stays abreast of new or updated policies and procedures
• Find ways to enhance processes to improve efficiency

Nice To Haves

• Trained and Certified by Center Business Solutions on Management Operating System Loan Resolutions Call Model 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.
• Assist and ensure accurate and timely responses of any escalations, account issues, or questions to internal/external Members or Employees.
• 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 members 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 predetermined time frame.
• Has experience or working knowledge and is capable of executing the following: Repossession, Foreclosure, Charge off and Recovery or other specialty positions within the Loan Resolution Department.
• Review accounts and workflow for accuracy.
• Serve as a mentor for daily operations of the Loan Resolutions service team to meet established goals and service, productivity and quality of work.
• Produce, complete, and deliver reports as needed.
• Review Member extensions and/or reworks when applicable.
• Inform Loan Resolution Management team of any issues or concerns from members or staff.
• Educates team and members on TDECU services, answers questions, and directs members to appropriate department for specialized services as needed.
• Assists with a variety of administrative duties including ordering departmental supplies, placing service calls, and contacting Information Systems to resolve computer or telephone issues.
• Review and Audit Quality Assurance calls to ensure call standards are met.

Benefits

• Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law.
• Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.

What This Job Offers

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