Resolutions Specialist

• Collect funds on Mortgage loans, installment loans, lines of credit, and credit cards that are charged off following the guidelines set forth in the Fair Debt Collections Practices Act (FDCPA)
• Contact members with delinquent accounts or accounts in repossession status via email, phone, or text by utilizing advanced skip tracing techniques to find additional or updated contact information when members fail to respond
• Late-stage collections on accounts over 180 days
• Document account activity and member interactions using the appropriate systems for both internal and legal purposes
• Interpret information from multiple systems to determine member status (i.e., special statuses including bankruptcy, total loss, active military) and ability to make payments on charged-off accounts
• Negotiate with members to establish mutually acceptable payment arrangements to collect on charged-off accounts
• Process member payments for delinquent accounts by internal transfers from deposit accounts, debit or credit card payments, or check-by-phone payments
• Process member payments in order to cancel a repossession and bring the member back into good standing
• Facilitate internal maintenance on accounts such as updating addresses, correcting account issues, and revocation of credit cards by completing the appropriate forms and internal paperwork
• Review member accounts to determine the need for legal/repossession actions with oversight and management review
• Collaborate with and assist internal team members with charged-off accounts or collateralized loans in repossession status via internal chats and phone
• Answer inbound calls from members to educate and assist with collateralized loans that are currently in repossession status, ensuring compliance with GECU policies and procedures as well as the Fair Debt Collection Practices Act (FDCPA)
• Collaborate with dealerships to apply for service contract and guaranteed asset protection (GAP) insurance refunds after the repossessed collateral has been sold

• High school diploma or GED required; college degree preferred
• Minimum two years of experience working in similar role collecting on payments for installment loans, lines of credit or credit cards
• Working knowledge of lending processes
• Previous experience working in repossession area preferred
• Thorough understanding of the bankruptcy process preferred
• Thorough understanding of the repossession process preferred
• Advanced knowledge of the Fair Debt Collections Practices Act preferred

• Minimum three years of experience working in similar role collecting on payments for installment loans, lines of credit or credit cards
• At least one year experience working in repossession area and with delinquent accounts over 90 days
• Ability to manage and resolve all types of situations in repossession area
• Strong understanding of the Legal & Collection Agency process with proven ability to articulate effectively articulate it to the member (possible wage garnishment, lien placed on property, etc.)
• Great negotiation skills to work out settlements that are mutually beneficial for both parties
• Advanced ability to utilize skip tracing and investigative knowledge to locate members
• Ability to handle complex issues and situations within department
• Works on special assignments at intricate level
• Cross trained in several specialty areas of collections