Payment Resolution Specialist
Brief Description
Lighthouse Credit Union believes all individuals, regardless of position level, are considered leaders. They aim to foster a culture of continuous growth and agile leadership through a framework that balances clarity with adaptability.
The credit union is committed to embracing change, nurturing leadership talent, and aligning performance management practices with their vision of fostering a resilient and forward-thinking organization. They hold themselves accountable to the following leadership competencies:
- Demonstrates Interpersonal Awareness & Skills
- Embraces Change & Learning
- Utilizes Critical & Creative Thinking
- Takes Personal Ownership
Position Summary
The Payment Resolution Specialist under the direction of Payment Resolution Management is responsible for managing and resolving payment discrepancies, ensuring accurate processing of transactions, and maintaining strong relationships with clients and internal team members.
Essential Functions & Responsibilities
- Contacts members and co-members with delinquent loans, at the early stages of delinquency, to arrange a suitable repayment schedule.
- Investigates and resolves payment discrepancies and disputes promptly.
- Records actions, conversations, and recommendations in the collection history notes to ensure accurate and adequate information is maintained at all times.
- Consults with members requesting extensions and refinancing; prepares necessary documentation and presents to management with recommendations.
- Follows and adheres to the Credit Union's policy regarding attendance and punctuality.
JOB SPECIFICATIONS
- Strong computer skills including proficiency with Microsoft Office Excel and Word.
- Exceptional customer service skills to work with members via telephone, mail, and personal contact in a professional manner.
- Detail-oriented with strong organizational skills.
- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
- Ability to work independently and as part of a team and individuals outside the company.
Education, Training & Experience
- A high school education or GED.
- 2-3 years of experience in a similar role or related business field utilizing these skills.
- Previous experience in collections or loan processing is desirable.
WORK ARRANGEMENT
The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department.