Account Resolution Representative

Description

Summary/Objective
Supports the day-to-day activities, programs, procedures, and administrative needs of the Credit Management department.  Professionalism, discretion, confidentiality, and a positive attitude are absolute essentials of the position that supports our FIRST values.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Answer phone professionally and promptly, directing calls within department from members, employees, and outside agencies, and filing / scanning paperwork in appropriate member files for each aspect of the Credit Management process.
2. Professionally responds and assists members who may have negative shares, delinquent loans, repossessions, or fraud on their account.
3. Assign accounts to appropriate collections agency and/or legal counsel when necessary.
4. Assist with Courtesy Pay Overdraft (CPO) and non-CPO accounts, including outbound calls and mailing letters to negative account holders, closing accounts, etc.
5. Assist with the Collateral Protection Insurance (CPI) program; uploading insurance docs to 3^rd party CPI Company site and explaining CPI process to members.
6. Posting payments to delinquent loans and/or deposits to negative accounts.
7. Distribute mail to appropriate recipients within department.
8. Typing of correspondence for Credit Management department with a strong focus on accuracy.
9. Respond to employee questions/requests whether in person, by email or phone.
10. Participate in department staff meetings and attends other meetings, seminars or training.
11. Comply with the Bank Secrecy Act (BSA) and the Fair Debt Collection Practices Act (FDCPA).
12. Completes special projects as assigned.

Competencies

1. Superb customer service orientation.
2. Strong numeric ability.
3. Accuracy and attention to detail.
4. Computer proficiency.  Knowledgeable in MS Office Suite required.
5. Stress management/composure.
6. Good listening and communication skills.
7. Honesty and integrity.
8. Teamwork.
9. Ability to professionally compose own correspondence.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  Physical presence in the office setting is required.

Physical Demands
This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping or standing as necessary. 

Position Type/Expected Hours of Work
Ability to work 40 hours; Monday – Friday.  Periodic overtime may be required. 

Travel
Periodic travel to other FCU locations may be required.

Qualifications

Required Education and Experience

1. Associates degree preferred.
2. One year related experience and/or training; or equivalent combination of education and experience.

Preferred Education and Experience

1. Previous credit management experience with a credit union highly desirable.

Additional Eligibility Qualifications

1. Multi-lingual capabilities to include Spanish are a plus.

Other Duties
Please note this job description 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.