Counselor - Loan Resolutions 1

Essential Duties And Responsibilities

• Uses diverse forms of communication to make contact with the member, such as phone, email, automated dialing system and door knocker.
• Determines the member’s willingness and ability to pay and where applicable, sets up an effective loan repayment schedule.
• Educates and counsels members regarding loan delinquencies and inquiries.
• Takes payment by phone or account transfers.
• Consults with Loan Resolutions managers regarding escalated phone calls, difficult or special cases, upset members, and all other complex inquiries.
• Traces delinquent members to new addresses by inquiring through credit bureaus, or through the researching of third party skip trace vendors.
• Field incoming calls from various departments to assist and provide answers regarding the member's accounts and status.
• Places holds on debit and credit cards when accounts reach specified days delinquent.
• Flags accounts with alerts on the Core System within a predetermined time frame.
• Maintains individual and department monthly goals and metrics set by management.

Minimum Qualifications

• Education: High school diploma or an equivalent mix of education and experience is required.
• Experience: Previous sales or collection experience is preferred.
• Knowledge, Skills, And Abilities: Strong interpersonal communication, strategic and creative thinking abilities; Assumes responsibility for achieving results; Serves as a resource to members, prospective members, and employees; Demonstrates effective time management; Strong working knowledge of relevant software including Microsoft Office, Word and Excel.

Physical Demands and Work Environment

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

Disclaimer

• Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law.
• Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.