Account Resolution Associate

Account Resolution Associate The hourly range for this position is $18.25 to $22.81 based on skills and experience. This position is classified as On‑site. 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 make us E.P.I.I.C.: Empathetic, Passionate, Innovative, Integrity, and Committed. Primary Functions This position is responsible for minimizing risk and maximizing recovery of negative shares for the credit union while establishing WIN‑WIN solutions, building relationships, and providing excellent member service. The Account Resolution Associate will interview members to learn reasons for overdrawn shares and seek resolutions. The Associate assists employees in the Account Resolutions Department and all appropriate internal credit union partners. Conducts daily business interactions and maintains constant alignment with OnPath's mission, culture, and core values. Demonstrates initiative, sound judgment, and decision‑making that supports credit union goals and interests. Builds rapport and expands relationships with all members, both internally and externally, while staying informed on OnPath's products and services to provide timely recommendations. Promotes and maintains a positive image of the credit union to peers, members, and 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 the collection package to ensure accuracy and database integrity. Advises leadership of cases requiring special attention. Ensures the security and confidentiality of private member information. Refers to Code of Ethics policy for guidelines. Identifies and recommends improvements to procedures and processes involving job functions to management. Attends classes and/or seminars to expand knowledge and expertise, as required. Overcomes objections and demonstrates creative thinking to generate solutions. Uses logic and reasoning to evaluate strengths and weaknesses of alternative solutions, conclusions, and approaches to problems. 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 overall credit union goals for delinquency and charge‑off ratios. Knowledge and Skills Six months to two years of similar or related experience, including preparatory positions. High school degree or GED required. Courtesy and tact essential for personal contact with customers and others. Knowledge of federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility. Proficiency with database software and the MS Office suite. Ability to keep promises and commitments, earning and maintaining trust by acting consistently with words and actions. Direct and truthful communication, providing honest feedback while maintaining confidentiality and upholding high standards of integrity, honesty, and trust. ADA Requirements Physical demands: sitting, using hands to finger/handle, reaching, viewing, talking or hearing, standing, walking, lifting up to 5 lbs and up to 25 lbs. Must perform work indoors in a climate‑controlled shared work area with minimal noise. Must perform job functions independently or with limited supervision, handle multiple priorities, and maintain discretion on confidential matters. Benefits Competitive Compensation. Impressive benefits package including Medical, Dental, Life Insurance, and 401(k) Plan. Paid vacation, wellness, sick time, and more. Qualifications Sales driven and motivated to succeed. Excellent communication skills and ability to build relationships. Strong initiative and sound judgment. #J-18808-Ljbffr OnPath Federal Credit Union