Resolution Specialist (Collector)

About the role

A Resolution Specialist is responsible for delivering personalized service to the member to resolve past due loan balances. In this role, the Resolution Specialist will collect past due payments and assess the member's financial ability by providing resolution options that ensure the best outcome for the member and the credit union.

Responsibilities

• Ensure the needs of the membership and the credit union are met through professional, legal, and effective collection procedures.
• Adhere to MACUWay behaviors, values, and philosophy while fulfilling responsibilities as a team member of the Servicing Operations department and the Credit Union.
• Exemplify role as a team member to promote and maintain effective partnerships with team and membership.
• Adhere to quality expectations, ensuring compliance with regulatory guidelines (NCUA, FDCPA, CFPB, etc.) while serving the needs of our membership.
• Maintain working partnerships with various MACU teams, including Loan Servicing, Deposit Ops, Fraud, etc. to better serve the needs of the membership and organization.
• Collect on all past due loans within the MACU lending portfolio including secured and unsecured loans, negative shares, resolve problems with member loans and accurately document all collection information to minimize credit union losses.
• Collect on mortgages including negotiating reinstatements, repayment plans, discuss loan modifications & workout loan eligibility, while maintaining compliance with regulatory and credit union policy.
• Consult members and co-signors via telephone and written communication regarding delinquency, and record any contact made.
• Answer incoming calls from members, branches, and service center.
• Perform file maintenance on accounts, collect, and transfer payments on delinquent accounts.
• Demonstrate a basic understanding of repossession procedures and ability to explain process to members to resolve delinquency.
• Validate results of skip trace information.
• Overcome member objections, de-escalate member concerns, and ability to review and explain MACU policy pertaining to individual circumstances.
• Perform other duties as assigned.

Schedule

• 11:30–8:00 Monday–Friday
• Saturday shift is 8:30–5:00

Minimum Qualifications

• One year of Collections, Loss Mitigation, Loan Servicing, Sales, or Customer Service experience.
• High school diploma or equivalent.

Knowledge, Skills, and Abilities

• Experience: One year of Collections, Loss Mitigation, Loan Servicing, Sales, or Customer Service experience.
• Education: High school diploma or equivalent.
• Computer/Office Equipment Skills: Intermediate skills in Microsoft Office (Outlook, Word, PowerPoint and Excel).
• Language Skills: Ability to read, understand and carry out instructions in written and oral form.
• Other Skills and Abilities:
  • Exceptional negotiation skills.
  • Outstanding telephone and written communication skills.
  • Ability to maintain professional conduct when interacting with members.
  • Familiarity with lending-related terminology and processes.
  • Excellent reasoning and research skills.
  • Ability to safeguard confidential member and company information.
  • A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
  • Ability to follow instructions but work with minimal direct supervision.
  • Ability to perform mathematical calculations.
  • Ability to communicate effectively.
  • Must be detail-oriented, self-motivated, have excellent follow-through and the ability to multi-task.
• Physical Abilities / Working Conditions:
  • Physical Demands: Ability to sit, talk and hear consistently; ability to stand, walk, and use hands to handle or reach occasionally.
  • Vision Requirements: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more).
  • Weight Lifted or Force Exerted: Ability to lift up to 10 pounds occasionally.
  • Environmental: Typical office environment.
  • Noise Environment: Moderate noise (business office with computers and printers, light traffic).