ACCOUNTS RESOLUTION SPECIALIST

POSITION DESCRIPTION:

ACCOUNTS RESOLUTION SPECIALIST

Department: Account Resolution Department

Classification: Non-Exempt

Reports to: Account Resolution Manager

About Us! Carolinas Telco Federal Credit Union is a member-focused financial institution dedicated to providing exceptional service and financial solutions to our community. At the core of our mission lies a steadfast commitment to providing personalized service and a comprehensive suite of financial products. This includes a variety of solutions for individuals and businesses, backed by an innovative online banking platform, ensuring members have the tools they need for financial success.

Job Summary: The Resolution Specialist is responsible for managing delinquent accounts to minimize financial losses and support members in resolving their financial challenges. This role involves analyzing account activity, identifying potential default situations, fraudulent activity, creating repayment plans for past due loans and workouts, and ensuring compliance with credit union policies and regulations.

Key Responsibilities:

• Monitor and manage delinquent accounts, including personal loans, auto loans and credit cards, to ensure timely payments.
• Contact members via phone, email, text and mail to discuss overdue payments and negotiate repayment plans.
• Maintain accurate records of all collection activities and member interactions/conversations, including skip tracing.
• Develop recovery strategies to minimize loss and maximize recoveries
• Communicate with other departments within the credit union to resolve member issues and provide exceptional service.
• Collaborate with manager of account statuses and collection activities.
• Recommend accounts for charge off, repossession or other legal action and prepare files accordingly.
• Assist in the development and implementation of strategies to reduce delinquency and loss.

• Assist in projects as needed.
• Additional duties assigned
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

Qualifications:

• Associate or bachelor's degree in banking/finance a plus or minimum of 2 years equivalent banking experience in lieu of degree
• Proven experience in secured / unsecured loan collections and recovery in banking or credit union.
• Excellent communication and interpersonal skills.
• Strong problem-solving and attention to detail.
• Ability to analyze data and make informed decisions.
• Proficiency in using financial software and Microsoft Office Suite.
• Ability to work in a fast-paced environment both independently and as part of a team.
• Impact and results driven.

Performance Metrics:

• Collection Overdraft Resolution/Recovery: Maintain a resolution rate in alignment with CTFCU established targets.
• Charge Off Ratio: Maintain a charge off ratio goal as deemed by CTFCU
• Member Satisfaction: Maintain a member satisfaction score of 90% within credit union interactions.
• Compliance Adherence: Achieve successful compliance rate with all relevant regulations and internal policies.

• Core Values: Exhibits ongoing commitment and display of CTFCU core values.

DISCLAIMER AND ACKNOWLEDGEMENT

Position descriptions possess the essential functions and basic duties of the role. Peripheral tasks may have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements contained above be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. Position descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

I have received a copy of the above position description and understand the role's expectations for performance. I understand that should I have questions or need additional directions, it is my responsibility to seek clarification and/or assistance from my direct supervisor. Equal Opportunity Employer: M/F/Disability/Veteran