What are the responsibilities and job description for the Sr. Loan Resolution Specialist position at Members Choice Credit Union?
GENERAL JOB DESCRIPTION:
The primary function of a Senior Loan Resolution Specialist is to recover money owed to MCCU for delinquent loan and share accounts.
DUTIES & RESPONSIBILITIES:
- To practice, promote, and support the Vision, Mission and Service Promises of MCCU and to ensure they are carried out by each employee
- To maximize the collection and/or recovery of credit union assets from delinquent or charged-off loans
- To maintain accurate and complete records of all collection and recovery activity
- To ensure that collection activity is both within credit union policy and all relevant regulations
- To identify and inform management of potential underwriting problems
- To provide courteous, compassionate, professional and accurate service and support to all members and associates
- Identify, evaluate, and resolve reasons for delinquency
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- Maintain working knowledge of Texas Laws and regulations regarding foreclosures and repossessions
- Ability to maintain and refer accounts to attorney and other options for legal action
- Ability to explain all workout options within company guidelines.
- Quote reinstatement amounts, payoffs, and set-up repayment plans
- Ensure that all requested documentation has been requested and received from the customer
- Recommend additional actions with management assistance on delinquent accounts
- Minimize potential losses on delinquent loans by contacting the borrowers and insurers to work toward resolution of the delinquency in accordance with departmental and legal guidelines
- Pursues communication with defaulted customers to offer potential workout alternatives on in-house loans as well as Mortgages and Credit Cards
- Handle credit disputes as needed to resolve any discrepancies on credit reports
- Document conversations on the On-Line Collection System with past due borrowers
- Provide support to members with CPI insurance, claims, refunds and payment adjustments thru Allied
- Call members to work out solutions to negative share accounts prior to charge off
- Ability to work with Bankrupt accounts to apply payments as instructed and coding changes to Symitar
- Maintain records
ESSENTIAL JOB REQUIREMENTS:
- High School Diploma or GED & Six months to two years of similar or related experience
- Strong oral and written communication skills
- Detail oriented
- Strong organizational and planning skills
- Ability to manage multiple tasks in a fast paced environment
- Provides friendly, prompt, professional and accurate service and support to all members and associates
- Maintains a dependable record of attendance and timeliness
- Knowledge of MCCU products and services
- Strong ethical judgment and discretion in handling confidential information.
- Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.
SKILLS/ABILITIES:
- 3-5 years of collection experience preferred
- Previous call center and customer service experience preferred
- Knowledge in FICS software (preferred but not required)
- Proven experience with listening and eliciting information effectively
- Demonstrated excellent verbal and written communications skills
- Strong PC skills including ability to troubleshoot common problems
- Professional office appearance
- Bilingual in Spanish is a plus
- Ability to move and/or lift 20-25 pounds
PHYSICAL/MENTAL REQUIREMENTS OF THE POSITION:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, and talk or hear.
- The vision requirements include close vision and ability to adjust focus.
- The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks.