Account Resolution Associate

Account Resolution Associate

At OnPath Credit Union, your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success. If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you! Voted eleven years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

• Competitive Compensation
• Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
• Paid Vacation, Wellness, Sick Time, and more!

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.

Role

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our member's and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

Major Duties and Responsibilities

Initiates and administers collection actions on member accounts that are negative and works the collection queue(s) daily to determine reason for overdrawn balance and negotiate successful payment arrangements.

Utilizes various internet skip tracing tools to locate members when contact cannot be made and/or their location is unknown

Documents all actions taken, including telephone conversations, payment arrangements and correspondence, in collection package, to ensure all information is accurate and the integrity of the database is maintained.

Advises leadership of cases requiring special attention.

Ensures the security and confidentiality of private member information. Refers to Code of Ethics policy for current guidelines.

Identifies and recommends improvement of procedures and processes involving job functions to management.

May be required to attend classes and/or seminars to expand knowledge and expertise.

Overcomes objections and demonstrates creative thinking to come up with solutions.

Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and approaches to problems with successful outcomes.

Works diligently to meet or exceed collection goals established by management.

Maintains a strong and current understanding of laws, regulations, credit union policies and procedures regarding collection activities.

Works as a team within the department to meet the overall credit union goals for delinquency and charge off ratios.

Knowledge and Skills

Experience: Six months to two years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses: A high school degree or GED is required.

Interpersonal Skills: Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.

Other Skills: Knowledge of, or the ability to learn, federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility is necessary. Proficiency with database software and the MS Office suite is also required. The ability to keep promises and commitments is essential, as is earning and maintaining the trust of others by acting consistently with words and actions. Always be direct and truthful, providing straightforward, honest feedback, while maintaining confidentiality and being dedicated to the highest standards of integrity, honesty, and trust.

ADA Requirements

Physical Requirements: While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.