Summary

This position will assist in the day-to-day operation of the Account Resolution and Loss Recovery department with the ultimate goal of managing delinquencies and losses while providing exceptional service to members. This position will be responsible for, the processing and follow-up with members on loan extension requests, processing of approved Endurance Plans and SCRA modifications, sending charge-off files to archival storage, daily letter generation, payment processing, monitoring of specific group email notifications, credit reporting agency disputes (credit bureaus and ChexSystems). In addition, this position will also assist processing loan and credit card charge-offs, as well as other duties as assigned.

Duties & Responsibilities

• Provide clerical support to the Account Resolution and Loss Recovery departments.
• Ensure loan extension documentation is sent out, via DocuSign, or mail, and processed in a timely manner once returned.
• Process payments in a timely manner, including but not limited to: collection agency and legal remittances, repossession sale proceeds, dealer refunds, bankruptcy trustee payments, and any other payment as requested by management.
• Assist with member disputes submitted to the credit reporting agencies (credit bureaus and ChexSystems).
• Appropriately document member communication in the credit union’s collection system.
• Recognize account flags such as: account holds bankruptcy, repossession or legal.
• In depth knowledge of the credit unions collections, lending, imaging and credit card systems.
• Manage the document archival and retrieval process for the department.
• Promotes honest and open communication throughout the credit union.
• Demonstrates courtesy, tact, respect, and an overall genuine interest in the success and welfare of others.
• Effectively handles stressful situations.
• Ability to soundly reason through problems and take the best course of action to solve them.
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
• Work with other credit union departments to insure the workflow or process is providing the best service to the members.
• Daily Monitoring of Group email box for Endurance, Extension, SCRA and ChexSystems

Requirements

• High-school diploma required.
• Excel Experience
• Outlook Experience
• Must be able to appropriately resolve conflicts and escalated issues.
• Must be PC literate.
• Ability to conform to new policies/initiatives.
• Must be organized and detail oriented.
• Able to function and thrive in a high volume production environment.
• Able to work effectively individually and within a team environment.
• Ability to resolve interpersonal conflict and miscommunications.
• Ability to communicate effectively in writing and orally.
• Ability to resolve interpersonal conflict and miscommunications.
• Ability to maintain a high level of confidentiality.
• Must be able to be bonded.