Account Resolution Specialist

Summary/Objective
Responsible for collecting on accounts while balancing the goodwill of members with the overall business interest of FCU. Locate and notify members of delinquent accounts by mail, email or telephone to solicit payment. Duties include making payment arrangements with members when possible, while maintaining a current record and account details. All member contact must remain professional and ensure strict compliance with State and Federal credit and collection rules and regulations in all collection practices. 

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

1. Maintain verbal and written contact with members and others associated with overdue obligations.
2. Identify the reason for delinquency by contact with members.  Record information about financial status of member and status of collection efforts after each member conversation.
3. Attempt to cure delinquency by assisting member with payment arrangements.
4. Recover funds owed to Credit Union through all legal voluntary and involuntary means.
5. Follow up daily on broken payment arrangements.
6. Handling incoming phone calls and provide exceptional member service.
7. Possess knowledge of the Credit Union’s products and services.
8. Document all conversations and actions accurately and timely.
9. Build relationships with members through cross selling when appropriate.
10. Refer account to repossession agencies, attorneys, collection agencies and reporting agencies as appropriate.
11. Maintain a basic understanding of bankruptcy laws.
12. Contact other creditors, contact member references, research social media accounts and public information websites to gain contact information about delinquent members (Skip Tracing).
13. Timely filing of proof of claims bankruptcy, reaffirmation and notice of claims for deceased.
14. Respond to employee questions/requests whether in person, by email or phone.
15. Participate in department staff meetings and attends other meetings, seminars or training.
16. Comply with the Bank Secrecy Act (BSA) and the Fair Debt Collection Practices Act (FDCPA).
17. Complete special projects as assigned.

Competencies

1. Superb customer service orientation.
2. Strong numeric ability.
3. Accuracy and attention to detail.
4. Maintain Fair Credit Reporting.
5. Computer proficiency.  Knowledgeable in MS Office Suite required.
6. Stress management/composure.
7. Good listening and communication skills.
8. Honesty and integrity.
9. Teamwork.
10. 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.

Required Education and Experience

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

Preferred Education and Experience

1. Previous Collector 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.