What are the responsibilities and job description for the Account Resolution Specialist position at Credit Union West?
Job Description
Job Description
Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following :
- Full-time employees receive 100% paid health, dental & vision insurance
- Earn incentives up to 15%, depending on position
- 401K plan with employer matching funds up to 5%
- Profit Sharing
- Tuition reimbursement
- Gym membership reimbursement
- Paid time off for holidays, vacation, and sick days
- Diverse and inclusive workplace
- Credit Union West membership and discounts
Be part of our award-winning team!
Position Summary
Supports the mission of the Credit Union by enhancing the quality of life for our members / team members by providing accurate and timely service that builds trust and loyalty, delivered in a professional member friendly manner.
Responsible for the collection of all delinquent consumer loans and negative shares. Accountable for initiating, pursuing, and ensuring prompt recovery of all monies owed to the credit union by correspondence with the member.
Essential Functions & Additional Responsibilities
65% - Collection of Delinquent Loans and Negative Shares – Encourage prompt repayment of delinquent accounts by utilizing all methods of contact, i.e., phone, email, mail, and text messages. Reach productivity targets while demonstrating empathy with assertiveness. Ask appropriate fact-finding questions, research, and analyze members profile to determine if there is opportunity for assistance or recommend if more stringent collection actions should be taken. Document all collection efforts and pertinent information from member communications and any other resources utilized. Perform research and investigate with various computer systems to assist in locating collateral. Understanding of Collateral Protection Insurance and coverage requirements. Remain positive and resilient in difficult situations. Comply with internal policy and procedures and have knowledge of bankruptcy and lien laws as they apply to the collection process. Understand and follow debt collection regulations outlined by the FDCPA, CFPB and the TCPA. Initiate and follow-up skip claims filed with third party insurance. Prepare loans recommended for charge-off after all collection efforts have been exhausted.
15% - New Loan / Member Assistance – Assist members with new loans that become past due for miscellaneous reasons or need assistance in providing proof of adequate insurance. Explain payment method options and assist in setting up online bill pay to assure best first impression.
10% - Manage and Coordinate Secured and Unsecured Loans of Deceased -Promptly and empathetically assist joint or family members when member with open loans has passed away. Assist in reviewing provided documents to ensure proper handling is achieved. Assist family members to determine best solutions for the liquidation of the loan and that best resolution is achieved.
5% - Vendor Management – Oversee and assist in managing designated repossession companies to ensure insurance and bond coverage is adequate and current. Initiate repossession assignments and follow up with assigned agency for prompt and professional execution of the recovery for each unit. Ensure adequate research and due diligence in seeking and hiring a repossession company for out of state or non-local areas.
5% - Performs other duties as assigned.
Education :
A high school diploma or G.E.D.
Experience :
1-3 years of experience in collections, preferably in a Credit Union or financial institution.
Skills & Competencies
