Account Resolution Counselor - Lenexa, Kansas

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.
• 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.
• Provide 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.
• Promote honest and open communication throughout the credit union.
• Demonstrate courtesy, tact, respect, and an overall genuine interest in the success and welfare of others.
• Effectively handle stressful situations.
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
• Work with other credit union departments to ensure the workflow or process is providing the best service to the members.
• Aid in the training of new employees.

Requirements

• Four-year degree and one year of collection experience preferred.
• In place of a degree, three years of collection experience could be substituted.
• General knowledge of collection practices.
• Experience in collections of Installment, Credit Card and Real estate Loans.
• Knowledge of credit union services and products.
• Ability to appropriately resolve conflicts and escalated issues.
• PC literate.
• Able to conform to new policies/initiatives.
• Able to 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.
• Able to resolve interpersonal conflict and miscommunications.
• Able to communicate effectively in writing and orally.
• Able to maintain a high level of confidentiality.
• Able to be bonded.