Senior Resolution Representative

About the role

This role operates in a professional office environment and follows a hybrid work schedule requiring a minimum of three days per week on-site in Littleton, MA.

Responsibilities

• Collects delinquent accounts to minimize the potential loss to the credit union
• Performs collection activities on delinquent accounts greater than 30 days past due including minimum daily call requirements for outbound volume, answer ACD and direct inbound calls, emails, and written correspondence as necessary to resolve delinquent accounts with members.
• Processes internal payment transfers
• Processes payments over the phone and ensures proper credit to loans
• Reviews unapplied/ACH reject payments for proper processing
• Consults with members to assist in preventing delinquency by arranging payment plans. Reviews credit reports and other financial information to recommend a solution to resolve delinquency(ies) including modification, deferment, troubled debt restructure, and the like.
• Reviews and recommends accounts for charge off
• Gathers asset value, vehicle condition, photos, and expenses on impounded vehicles and voluntary surrenders. If necessary, orders a field audit. Reviews findings with AVP and/or VP of department
• Performs skip tracing when necessary (no communication, possible fraud, returned mail, disconnected phone numbers, no lien etc)
• Sends Right to Cure / Demand notices (certified and regular mail) to borrower and coborrower(s). Checks state where property is located to ensure compliance with demand notice and related actions. Verifies lien has been placed, confirms not active duty (SCRA), updates collateral value, and assesses the loan to value before placing for repossession
• Assigns approved delinquent accounts to a repossession agency. If out of state, contacts agent to get necessary paperwork such as fees and charges as well as bond insurance. Provides repossession agents with any necessary documentation, which would facilitate them locating the vehicle.
• Follows up on all accounts assigned for repossession with agent regarding the status and any updated information
• Once a vehicle has been repossessed, sends a Redemption Letter within allowed timeframe (certified and regular mail), reviews the condition report, determines if keys are needed (if not redeemed) and takes appropriate action
• Reviews, approves, processes invoices, and determines if fee will be assessed to loan
• Works with member until unit is redeemed or prepped (keys and title) to be transported to auction
• Prepares and files skip and damage claims with the credit union’s insurance carrier, in a timely manner
• Updates collection notes with all collection actions and activity in a concise and timely manner
• Maintains bankruptcy accounts. Updates Bankruptcy report monthly. Files necessary paperwork with court to protect the Credit Union’s interest in an asset and/or account. Works with our bankruptcy attorney
• Adheres to established policies and procedures as well as state and federal regulations governing collection activities. In office requirements to mail time sensitive letters (demand and redemption letters) regular and certified mail. Also, documents returned mail in the collection system. Files requested titles on the tickler filing system
• Maintains confidentiality of all data
• Regularly demonstrates behaviors as defined by the credit union’s Fundamentals, which are part of the Workers Way culture program
• Performs additional duties as requested

Qualifications

• High school diploma or equivalent
• Five years of collections experience
• Knowledge of Collection practices and law, bankruptcy law and court procedures; telephone collection skills; knowledge of COCC computer system and IBS collection package; computer skills