Resolution Specialist/Collector(Evening Shift)

About the role

A Resolution Specialist is responsible for delivering personalized service to members to resolve past due loan balances. This includes collecting past due payments, assessing member financial ability, and providing resolution options that ensure the best outcome for both the member and the credit union.

Responsibilities

• Ensures the needs of the membership and the credit union are met through professional, legal, and effective collection procedures.
• Adheres to MACUWay behaviors, values, and philosophy while fulfilling responsibilities as a team member of the Servicing Operations department and the Credit Union.
• Maintains working partnerships with various MACU teams, including Loan Servicing, Deposit Ops, Fraud, etc., to better serve the needs of the membership and organization.
• Collects on all past due loans within the MACU lending portfolio, including secured and unsecured loans, negative shares, and resolves problems with member loans.
• Documents all collection information accurately to minimize credit union losses.
• Negotiates reinstatements, repayment plans, discusses loan modifications, and evaluates loan eligibility, while maintaining compliance with regulatory and credit union policy.
• Communicates with members and co-signors via telephone and written correspondence regarding delinquency, and records any contact made.
• Keys file maintenance on accounts, collects, and transfers payments on delinquent accounts.
• Validates skip trace information and explains the process to members to resolve delinquency.
• Overcomes member objections, de-escalates concerns, and reviews and explains MACU policy pertaining to individual circumstances.
• Performs other duties as assigned.

Minimum Qualifications

• One year collection, loss mitigation, loan servicing, or customer service experience.
• A high school diploma or equivalent.

Knowledge, Skills, and Abilities

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
• Intermediate skills in Microsoft Office (Outlook, Word, PowerPoint, and Excel).
• 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.

Schedule

The position is a hybrid schedule from 11:30am - 8pm.

Pay

Details about pay are not specified in the posted job description.

Benefits

Details about benefits are not specified in the posted job description.