Sr. Lead - Loan Resolutions

Position Summary

Aid the management team and offer support to Loan Resolution staff. Provide exceptional service to both internal and external members and communicate effectively across the organization.

Essential Duties And Responsibilities

• Use various forms of communication to contact members, including phone, email, automated dialing systems, and door knocking.
• Determine member's willingness and ability to repay loans and set up repayment schedules as necessary.
• Educate and counsel members about loan delinquencies and answer inquiries.
• Take payments by phone or through account transfers.
• Handle escalations, account issues, and questions from members or employees.
• Trace delinquent members to new addresses through credit bureaus or third-party skip trace vendors.
• Flag accounts with alerts on the Core System within specified time frames.
• Execute tasks such as repossessions, foreclosures, charge-offs, and recoveries, or other specialty positions within the Loan Resolution Department.
• Review and audit accounts for accuracy.
• Mentor the Loan Resolution service team to meet established goals and service, productivity, and quality of work.
• Produce, complete, and deliver reports as needed.
• Manage member extensions and reworks when necessary.
• Inform Loan Resolution Management team of any issues or concerns from members or staff.
• Provide educational services to the Loan Resolution team and members on TDECU services, answering questions and directing members to appropriate departments.
• Assist with a variety of administrative duties, including ordering supplies, making service calls, contacting Information Systems for technical issues, and reviewing Quality Assurance calls.
• Continuously learn and stay updated on new or updated policies and procedures.
• Train and certify in the Loan Resolutions Call Model provided by Center Business Solutions.

Minimum Qualifications

• High school diploma or equivalent combination of education and experience.
• Experience in collection preferred.
• Strong interpersonal communication and strategic thinking skills.
• Effective time management and leadership skills.
• Knowledge of relevant software, including Microsoft Office, Word, and Excel.
• Ability to adapt to new or updated policies and procedures.
• Trained and certified in the Loan Resolutions Call Model by Center Business Solutions.

Physical Demands And Work Environment

• Frequent standing, walking, and sitting.
• Occasional lifting and moving up to 25 pounds.
• Close, distance, and adjusting focus vision.
• Moderate noise levels in the work environment.