Account Resolutions Specialist

Position: Account Resolutions Specialist (ARS)

Pay Range: $20.62 to $30.93

FLSA Classification: Non-Exempt

This is a hybrid position based at our headquarters in Arcadia, CA.

Who We Are: Foothill Credit Union is a full-service financial institution proudly rooted at the foothill of the San Gabriel Valley (SGV), serving members of our select employer groups (SEGs)—primarily in education, healthcare, and municipal government—as well as individuals, families, and more than 250 businesses in the SGV and surrounding areas.

Exceptional service is our promise to members. We’ve earned a prestigious five-star rating from Bauer Financial, placing us among the top institutions in our peer group. CUNA recognized us with the 2021 Member Benefits Top Performance accolade for delivering an average direct benefit of $690 per member household. During Q4 2024, we achieved the #1 ranking in overall return of value to members (ROM) among peer credit unions ($700MM–$1B) in California, according to Callahan & Associates.

As a dedicated community advocate, Foothill actively partners with local businesses and organizations to support meaningful causes. Through events, sponsorships, and fundraising efforts, we actively give back to the individuals and groups that make up the core of our community.

Benefits and Perks:

• 100% covered Medical/Dental/Vision for employees and 50% spouse dependents
• 401(k) plan with match
• Profit-Sharing
• Flexible Spending Account
• Employee Assistance Program (EAP)
• Educational Reimbursement Program
• Paid Holidays
• Paid Time-Off

About the Role: The Account Resolutions Specialist builds and maintains successful member relationships by supporting servicing, collections activity, and delinquency goals.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

· Process all claims related to Mechanical Repair Coverage (MRC), Guaranteed Asset Protection (GAP), Debt Payment Protection, and forced placed insurance (State National)

· Ensure compliance with Credit Union policies and procedures

· Responsible for Early-Stage collection efforts

· Work a portion of the Early-Stage collection queue for negative shares and loans, as assigned

· Contact members with Early-Stage delinquent account(s) via letters, phone calls, texts, or emails

· Document all collection actions taken, including telephone conversations, alternate financial arrangements, and correspondence within the core system

· Research accounts that appear on late and potentially late records to ensure that Credit Union errors are detected promptly

· Responsible for establishing and maintaining effective coordination and communication within the Account Resolutions department

· Support and assist other team members as needed

· Maintain departmental files

· Attend and participate in meetings as required

· Keep management informed of area activities and any significant problems

· Assume responsibility for related functions; fill in and perform duties in the department needed

Experience/Education Requirements:

· A high school diploma or equivalent is required.

· A minimum of two years of credit union or banking collections experience.

· Specialized banking or credit union education and training in a Collection environment is required.

· Knowledge of collections, servicing, foreclosure, bankruptcy procedures, and legal requirements.

· Knowledge of Credit Union services and products and understanding of related legal and regulatory requirements.

· Knowledgeable of lending functions, policies, and procedures.

Desirable certifications in the following areas:

None

Other Skills and Abilities:

· Take responsibility for individual career development and seek opportunities to learn new skills.

· Ability to communicate effectively with members and team members.

· Ability to maintain a good working relationship and provide excellent customer service to all team members, members, and the public.

· Must have a positive attitude and friendly service must be provided to both the membership and all fellow team members at the Credit Union

· Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support.

· Must possess effective verbal and written communication skills.

· Microsoft Office programs knowledgeable

· Ability to work on flexible assignments.

· Must maintain a professional image.

· Ensure the work area is clean, secure, and well-maintained.

· Bi-lingual (English/Spanish) preferred.

Foothill Credit Union is an Equal Opportunity Employer and does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, intersectionality, status as a veteran, and basis of disability or any other federal, state, or local protected class.