Account Resolution Specialist

This is a fully remote position, open to applicants in Oregon, +1 more state.

📋 Description

• Oversee a substantial volume of both outbound and inbound calls from members concerning delinquent and overdrawn accounts.

• Establish payment plans in accordance with policy and procedural guidelines.

• Reach out to members with overdue accounts, loans, and Visas via phone, email, and mail.

• Address outstanding balances and payments, develop repayment schedules, and secure payments.

• Utilize knowledge of bankruptcy, collateral protection insurance, credit reporting, GAP, mechanical breakdown insurance, debt protection, repossessions, account and loan maintenance, deceased member accounts, straw loans, and ACH setup.

• Execute complex tasks related to the collection and closure of overdue accounts.

• Review and generate reports on negative shares for charge-off procedures.

• Pursue recovery and ongoing collection efforts for charged-off accounts.

• Assess and unlock dormant accounts as necessary.

• Manage a queue of delinquent accounts and recommend accounts for repossession or charge-off.

• Prepare collateral recovery documentation and submit for voluntary or involuntary repossession approval.

• Offer guidance to colleagues and branch personnel.

• Aid in training new staff members within the department.

• Waive fees within authorized limits.

• Evaluate internal processes and suggest improvements for efficiency.

• Carry out other assigned duties.

⛳️ Requirements

• A minimum of one (1) year of experience in customer service or collections is required.

• Familiarity with federal, state, and local laws, statutes, regulations, codes, and standards relevant to the role.

• Understanding of the functional relationship between branches and the loan department.

• Knowledge of legal proceedings related to collections, repossessions, foreclosures, liens, and bankruptcy.

• Experience with the Symitar and Temenos systems is preferred.

• Proficiency in working with a computer-based collection tracking system.

• Ability to analyze and assess situations impacting the credit union's loan assets.

• Availability to work extended hours as required or requested by management.

• Must be a resident of Washington or Oregon.

🏝️ Benefits

• Medical, dental, vision, and life insurance coverage.

• Company-paid medical, dental, and vision insurance for employee-only coverage at 100%.

• Health Care FSA (HCFSA).

• Health Savings Account (HSA) with contributions from the employer.

• Dependent Care FSA (DCFSA).

• Life and AD&D insurance.

• 401k plan.

• Accrual of 8 hours of vacation and 8 hours of sick leave each month.

• 11 paid holidays each year.

• 1 floating holiday.

• 16 hours allocated for self-care time.

• 16 hours designated for volunteer activities.

• Incentives based on performance.