Account Resolution Specialist

Our Account Solutions Department is currently looking for a full-time Account Resolution Specialist. This position performs all duties related to protecting and preserving credit union assets and relationships by establishing payment plans, collecting loan payments, recovering collateral, and recommending accounts for charge off.

Where You Will Work:

Remote role open to candidates residing in Washington (WA) or Oregon (OR).

Pay Range:

The target hourly pay range for this position is $20.56 - $23.37. The full hourly pay range is $18.69 - $28.04.

• Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

What You’ll Do:

• Manages a high volume of outbound and incoming member calls regarding delinquent and overdrawn accounts. Makes payment arrangements within policy and procedure guidelines.
• Contacts members with past due accounts, loans, and Visa via phone, email, and mail to discuss outstanding balances and payments, sets up repayment schedules, and obtains payment from members.
• Utilizes knowledge of Bankruptcy, collateral protection insurance (CPI), credit reporting, GAP, mechanical breakdown insurance (MBI), debt protection, repossessions, account/loan maintenance, deceased member accounts, straw loans, and automated clearing house (ACH) setup to work with members effectively.
• Completes complex tasks associated with the collection and closure of delinquent accounts, reviews and prepares negative shares report for charge-off. Follows-up on recovery and continued collection efforts of charged off accounts by phone and mail. Reviews and unlocks dormant accounts as needed.
• Manages a queue of delinquent accounts and makes recommendations of accounts for repossession or for charge off.
• Prepares files for recovery of collateral and submits files to management for voluntary or involuntary repossession approval.
• Provides guidance to teammates and branch staff as needed. Assists with training new department staff.
• Waives fees on accounts within authorization level.
• Reviews internal processes and provides recommendations for improvements to increase efficiencies within the department to better serve members and the credit union.
• All other duties as assigned.

When You’ll Be Working:

Monday - Friday: 9:00am - 6:00pm and rotating Saturdays: 9:30am - 2:00pm. Full-time 40 hours a week.

Qualifications:

• Minimum one (1) year experience in customer service or collection experience required.

What You’ll Bring:

• Knowledge of federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility.
• Knowledge of functional relationships between branches and the loan department.
• Knowledge of legal proceedings applicable to collection, repossession, foreclosure, liens, and bankruptcy.
• Knowledge of the Symitar and Temenos systems are preferred.
• Actively learn by understanding the implications of new and existing information for current and future problem-solving and decision-making.
• Establish and maintain effective working relationships with area Vice Presidents, Directors, Branch Managers, and employees.
• Work with computer-based collection-tracking system.
• Analyze and evaluate situations that affect the loan assets of the credit union.
• Work extended hours as required or requested by management to complete assigned projects, maintain appropriate staffing levels to provide service levels for member-facing jobs or to ensure safety requirements are met.

Total Rewards:

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision, and life insurance coverage.

• Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage.
• We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Employees also have access to Life and AD&D insurance.
• Employees are able to enroll in our 401k plan.
• Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
• Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.