Account Resolutions Specialist

This position is local hybrid remote within 60 miles of Clarksville, TN. You will be required to work onsite. Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Offers depend on individual experience, knowledge, training, education, geographic location, market demands, and internal equity.

About the Role

Perform activities necessary to collect delinquent accounts. Maintain delinquent accounts and prepare applicable correspondence. Participate in all activities associated with collection of assets owed to the Credit Union, including repossessions, member contact, foreclosures, member counseling, and collection of charged-off loans.

Responsibilities

• Perform actions necessary to collect delinquent loans, visa accounts, overdrafts, and negative balance accounts by making contact with the delinquent member, establishing a payment plan within Credit Union guidelines, and receiving and posting payments to member accounts.
• Conduct skip tracing investigations on missing debtors and/or collateral.
• File all bankruptcies, repossessions, suit actions, revoked visas, and charge-off documents.
• Pull, input, and monitor credit bureau reports.
• Maintain delinquency notes accurately.
• Assist in the collection of charged-off accounts.
• Bring to your supervisor’s attention all complaints (calls/letters received).
• Establish payment arrangements with outside Consumer Credit Counseling Agencies.
• Complete all required compliance training and comply with all regulations, including Bank Secrecy Act compliance.
• Attend and participate in all meetings, trainings, and committees as required.
• Participate in community and civic events to promote awareness of the Credit Union.
• Ensure work area and assigned equipment is clean, secure, and well-maintained.
• Perform other duties as assigned.

Performance Expectations

• Delinquent and problem accounts are closely monitored and reviewed.
• Appropriate collections actions are instituted in accordance with established Credit Union policies and legal compliance.
• Delinquent accounts are promptly collected, maintaining a delinquency ratio that meets management standards.
• Professional business relations are maintained with members, assisting them with financial problems and courteously answering questions.
• Required reports and records are accurate and timely.
• Good working relations exist with area personnel and management.
• Management is appropriately informed of area activities.
• Fortera Core Values are satisfactorily demonstrated.

Requirements

• High school graduate or equivalent.
• Minimum 1-year collections experience with a full-service financial institution.
• Knowledge of collection procedures and related laws and regulations.
• Familiarity with consumer loan products, including default and enforcement clauses.
• Familiarity with deposit programs, account ownership, and casualty insurance.
• Basic understanding of the U.S. Bankruptcy Code.
• Basic knowledge of Microsoft Suite applications.

Skills & Abilities

• Accuracy and thoroughness in work.
• Excellent communication, telephone, and public relations skills.
• Ability to accurately assess cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality and authenticity.
• Preference for working in organizations that prioritize personal humility, diversity, inclusion, teamwork, and collaboration.
• Ability to work well independently, as part of a team, and handle multiple tasks in a fast-paced environment.
• Ability to work cooperatively with others and in stressful situations.
• Proficiency in operating a PC, related computer applications, and standard office equipment, including credit bureau terminals.
• Able to work well under pressure while promoting a professional image of the Credit Union.
• Able to meet deadlines and maintain an effective and efficient workflow.
• Professional dress, appearance, and attitude.
• Regular and predictable attendance.

Physical & Mental Requirements

Physical Activities

• Finger Dexterity: Using primarily just the fingers to make small movements such as typing or picking up small objects.
• Talking: Frequently conveying detailed or important instructions or ideas accurately, loudly, or quickly.
• Hearing: Able to hear average or normal conversations and receive ordinary information.
• Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Mental Activities

• Reasoning Ability: Ability to deal with a variety of variables under only limited standardization; able to interpret various instructions.
• Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percents, and draw and interpret graphs.
• Language Ability: Ability to use a passive vocabulary of 5-6,000 words; read at a slow rate; define unfamiliar words using dictionaries. Ability to write complex sentences with proper punctuation and use adjectives and adverbs. Ability to communicate in complex sentences using normal word order with present and past tenses and a good vocabulary.

No hazardous or significantly unpleasant working conditions (typical office environment).