Resolution & Recovery Representative-Loans

Position Responsibilities

• Maintain assigned queue according to the production goals established by the representative’s experience and tenure.
• Log into the department’s hunt group to assist other departments as well as members regarding a multitude of issues/situations that may or may not be specific to a delinquent loan.
• Develop strong skip tracing skills using a variety of resources to locate members.
• Work cooperatively with members to assist them through times of financial difficulty.
• Review and analyze member situations to determine if and what type of loan modification program might be appropriate and guide them through the process until complete.
• Reply to correspondence within the timeline defined by the department’s service level agreement.
• Review and analyze accounts to determine if escalated collection efforts (such as legal/repossession/charge-off/service revocation) are appropriate and make recommendations of same with supporting details.
• Field requests for settlements and provide recommendation for approval/denial to management with supporting details.
• Review and processing of consumer credit counseling contracts
• Processing of Credit Bureau Disputes in accordance with FDCPA/FCRA rules and regulations
• Aid members through repossession process and make evaluations and recommendations on redemption requirements.
• Maintain clear, concise, and professional notes of collection efforts and member correspondence.
• Review and action of paid-ahead loan portfolio
• Perform and attempt recovery of debts in compliance with FDCPA and other applicable laws.
• Participate in on-call rotation.

Required Knowledge and Skills

• Excellent interpersonal, presentation and organizational skills.
• Detail oriented with basic understanding of math and money.
• Ability to communicate clearly and effectively verbally and in writing.
• Ability to work independently in a team environment.
• Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required.