Account Resolution Associate (Collections/Recovery)

Job Description

Job Description

The primary purpose of this position is to be responsible for assisting members with delinquent loan accounts by providing respectful, solution-focused support. This role focuses on early- and mid-stage delinquency, routine account follow-up, and member communication while ensuring full compliance with federal and state regulations. The Account Resolution Associate works closely with members to help them regain good standing and protect the credit union’s assets. 

Essential Functions: 

• Account Resolution and Problem Solving
  • Proactively partner with members to understand root causes of delinquency and design personalized repayment solutions that support long-term account health whilemaintainingthe credit union’s best interests.
  • Evaluate eligible accounts for workout loans, extensions, and rewrites, ensuring eachoptionaligns with policy, regulatory requirements, and member capacity.
  • Assess and apply the full range of available curing tools to prevent further delinquency.

• Member-Centered Support and Empathy
  • Conduct conversations with curiosity and care. Identifyroot causes to match solutions appropriately.
  • Present a variety of compliant options that best suit the member’s capacity and risk to the organization.
  • Ensuretimelyfollow-ups to check progress, remove barriers, and celebrate milestones towardcurrent status.

• Collections Support
  • Review daily/weekly work reports,identifyaccounts needingactionor follow-up.
  • Set up andmonitortexting campaigns and respond to members ina timelyand compliant manner

• Regulatory Compliance
  • Maintainaccurateand comprehensive records of all interactions, payment plans, and account actions in line with internal policies and procedures.
  • Ensure compliance with regulatory requirements, such as the Fair Debt Collection Practices Act, toprotect both the credit union and members.
  • Participate in ongoing audits of accounts to ensure all compliance standards aremetand proper documentation ismaintained.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties.  Other duties may be performed as needed. 

Qualifications: 

Experience, Education & Credentials: 

• High school diploma, or equivalent,required
• A minimum of one year of prior experience in collections, recovery, or account resolution within afast-pacedfinancial institutionrequired. Prior credit union experience preferred.

Knowledge, Skills & Abilities: 

• Budgeting and financial guidance
• Debt management
• Strong verbal and written communication
• Strong technical skills with Microsoft products and core banking systems

Competencies:  

• Negotiating
• Member Focus
• Problem Solving
• Composure
• Integrity & Trust

Physical Requirements: 

• Must be able tolift upto 10 pounds.
• Requires standing and/or sitting for an extended period of time.

Mental & 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 capable of dealing calmly and professionally withnumerouspersonalities and diverse perspectives both within and outside of the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.
• Must be capable of exercising high levels of discretion on both internal and external confidential matters.