Specialist - Loan Resolutions Reporting

Responsibilities

• Work with collections management to tackle delinquency for the credit union’s portfolio.
• Collaborate with Loan Resolutions management to document processes, identify new business requirements, and automate processes using computerized systems.
• Develop, test, implement, and produce daily business reporting, analytics, and forecasting, including delinquency and loss.
• Prepare data for internal and external audit requests.
• Alert operations to any projected shortfalls or production problems.
• Communicate effectively in both verbal and written formats with individuals or groups; deliver presentations using audio/visual support aids.
• Develop, schedule, and maintain a dialer calendar to align technology usage with business strategy.
• Coordinate dialer work and provide reports to the executive management team for tracking dialer utilization.
• Manage multiple projects in a fast-paced environment and meet deadlines.
• Ensure all campaigns comply with company policies, client guidelines, and federal/state regulations.
• Maintain compliance with FDCPA, TCPA, company, federal, and state requirements.
• Stay updated on changes within the credit union relating to services and procedures; complete mandatory compliance testing, including OFAC, UAR, and security processes.

Requirements

• Bachelor’s or four-year degree from an accredited university preferred, or an equivalent mix of education and experience.
• Previous experience in Call Center Operations, Customer Service, Collections, or related fields preferred.
• Experience in a financial institution preferred.
• Experience using MS SQL and Power BI/Tableau is a plus.
• Experience with decision sciences, predictive analytics, decisioning strategy, and operational integration (e.g., Experian’s PowerCurve Customer Management system) is a plus.

Skills

• Strong analytical, organizational, and time management skills.
• Intermediate to advanced skills in MS Excel (e.g., VLOOKUP/XLOOKUP, SUMIFS/COUNTIFS, Pivot Tables, Power Query).
• Experience with data visualization tools such as Power BI or Tableau strongly preferred.
• Prior experience with telephony systems (e.g., Five9, Livevox, Genesys, Cisco, Avaya).
• Advanced PC/Windows-based software experience; proficiency in Microsoft applications (e.g., PowerPoint, Word).
• Ability to communicate effectively, organize, problem-solve, and execute.
• Strong presentation skills.
• Ability to use general office equipment (e.g., computer, telephone, fax, copier, calculator).

Physical Demands and Work Environment

While performing essential duties, the employee is frequently required to stand, walk, and sit. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Schedule

Dynamic hybrid work arrangement requiring three days in the office. Retail roles are required to be onsite at branch locations.