Summary
The Account Resolution Counselor provides professional, prompt financial service to all members, with a strong emphasis on service. Responsible for the control, documentation and follow up of: delinquent consumer loans, delinquent real estate loans, delinquent credit card accounts, this included business and personal loans. All accounts are to be resolved in the best interest of the credit union by following established policies, procedures, laws and regulations.
Department Hours:
- Monday-Friday 6am PT -6pm PT, Saturdays 6am PT - 2:30pm PT
Open Shift:
- Monday-Friday from 9am PT - 6pm PT, and Rotating Saturdays from 6am PT - 2:30pm PT
Duties & Responsibilities
- Contact, control and follow up all delinquent accounts by phone and/or letter.
- Notify co-applicants, cosigners, or guarantors of delinquent accounts and obtain payment arrangements.
- Analyze and determine reasons for either actual or potential delinquency and assist members in developing a plan to pay accounts current.
- Provide counseling and budgeting suggestions in assisting members with repayment of obligations.
- Record and document discussions with and/or promises from members on the Collection System.
- Provide accurate account information using account security procedures.
- Perform financial transactions in an efficient and precise manner.
- Recognize account flags such as: account holds bankruptcy, repossession or legal.
- Determine, recommend and use good judgment when collateral should be repossessed, real estate should be foreclosed upon, or when accounts should be referred to a collection agency or attorney.
- Responsible for Right to Cure notices, collection letters, and any other relevant letters to properly collect accounts.
- Secure and interpret necessary credit bureau reports.
- In depth knowledge of the credit unions collections, lending, imaging and credit card systems.
- 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.
- 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.
- Assist in the training of new employees.
Requirements
Education and Experience Requirements:
Four-year degree and one year of collection experience preferred. In place of a degree, three years of collection experience could be substituted.
Required Knowledge, Skills and Abilities:
- General knowledge of collection practices.
- Must have experience in collections of Installment, Credit Card and Real estate Loans.
- Knowledge of credit union services and products.
- 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.
