Account Resolution Associate I

Description

Overview:

Responsible for the control of late and/or delinquent loan accounts, and pending late payment reminders.  Make follow-up telephone calls on delinquent loan accounts and maintain accurate records on delinquent loan accounts.  Recommend action needed such as possible repossession or legal action on accounts to the Department Managers.

Duties and Responsibilities:

The following duties are normal for this position.  These are not to be construed as exclusive or all-inclusive.  Other duties may be required or assigned.

• Actively works Collection Queue on delinquent accounts to achieve performance standards
• Make payment arrangements consistent with assisting the members and protection the credit union assets
• Sends out appropriate notices/letters for past-due payments on delinquent accounts
• Responds to payment arrangement requests in accordance to Collections Policy and Department Service Level Agreement (SLA).
• Notify co-signers of delinquent account status
• Skip-trace accounts according to prescribed routine
• Maintain proper follow-up on all delinquent loans to determine appropriate action in accordance to Department SLA.
• Receive and respond to email, mail, telephone, text or personal inquiries related to delinquent loan accounts.
• Assist branch and internal departments with member relations, overrides and/or general questions
• Compliantly follow the Right of Offset clause on delinquent loans with funds from the members or co-signers share or loan accounts
• Flag delinquent member accounts in main computer, as necessary
• Knowledge of regulations and compliance, as it applies to collections
• Make recommendations using approved curing tools
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA), Patriot Act, Office of Foreign Assets Control (OFAC), Federal Debt Collection Practices (FDCP),  Service members Civil Relief Act (SCRA), Unfair Deceptive or Abusive Acts and Practices (UDAAP) and robbery procedures
• Model Credit Union culture
• Maintain a positive work environment by exhibiting friendly and professional interactions
• Maintain confidentiality in all Credit Union and member matters
• Assist in any related area as directed by Department Management or chain-of-command thereof

Qualifications

• 1-3 years high volume Collections experience
• Knowledge of Collections procedures
• Strong attention to detail, goal oriented
• Commitment to excellent member service
• Excellent written and verbal communication abilities
• Ability to prioritize and manage multiple responsibilities
• Ability to use computer, multiple programs simultaneously, multiple line phones
• Ability to perform math calculations and interpret budget analysis
• Knowledge of the fundamentals of lending, contracts, depository accounts, loan collection concepts and practices
• Knowledge of legal aspects of collection, bankruptcy and repossession
• Knowledge of the Fair Debt Collection Act and the Fair Credit Reporting Act
• High School diploma or equivalent required

Salary : $18 - $27