What are the responsibilities and job description for the Account Resolutions Assistant position at North Star Community Credit Union?
Role:
Provide clerical assistance to the Account Resolutions Department. Answer phones, process correspondence, and
maintain accurate files. Preserves Credit Union assets by controlling delinquent accounts, collecting delinquent
loan payments, counseling with members, and/or recovering collateral.
Essential Functions & Responsibilities:
E 50% Contacts delinquent accounts by phone and mail. Advises and counsels members of necessary
actions and strategies for debt repayment. Takes appropriate action to bring account to a current
status. As necessary, helps members create custom payment plans to repay the Credit Union.
E 15% Analyzes financial situation of delinquent borrowers. Makes recommendations to repossess
collateral when arrangements to bring the loan current are unsuccessful.
E 15% Sets up and maintains accurate files and reports on all collections activity.
E 10% Create form letters and labels, provide general administrative support, input data, and generate
reports.
E 5% Stays current on collection process knowledge and trends in loan underwriting that contribute to
delinquent/charged-off loans.
N 5% Performs other job-related duties as assigned.
***Please note this is not designed to cover or contain a comprehensive listing of activities,
duties, or responsibilities that are required of the employee for this job. Duties, responsibilities,
and activities may change at any time with or without notice.
Performance Measurements:
1. Consistently follows The North Star Way Service Competencies and Service Standards.
2. Ensure timely contact of members with delinquent loans to inquire about re-payment intent, initiating calls
to members.
3. Maximize the collection and/or recovery of credit union assets from delinquent and charged-off accounts.
4. Collect on assigned delinquent accounts as per credit union standards.
5. Keep collections files and records accurate, complete, and up-to-date.
6. Ensure all collection activity is legal and follows established policies, keeping management informed of
operational issues affecting collection activities.
7. Identify and inform management of potential underwriting problems.
8. Provide professional, timely, and accurate service and support to all members and associates.
9. Maintain a professional work environment and businesslike appearance.
10. Actively participate in Community and Credit Union Industry activities and events.
11. Minimal unplanned absences and tardiness.
Knowledge and Skills:
Experience - One year to three years of similar or related experience.
Education - A high school education or GED.
Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for
the purpose of first-level conflict resolution, building relationships, and soliciting
cooperation. Discussions involve a higher degree of confidentiality and discretion,
requiring diplomacy and tact in communication.
Other Skills - Talks to others to convey information effectively. Communicates effectively in writing as
appropriate for the needs of the audience. Maintains confidentiality related to Credit Union
operations and work-related information. Computer operating systems; e.g. Microsoft Windows
Physical
Requirements
Work Environment
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
