Account Resolution Associate

Account Resolution Associate

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 while maintaining the credit union's best interests.
  • Evaluate eligible accounts for workout loans, extensions, and rewrites, ensuring each option aligns 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. Identify root causes to match solutions appropriately.
  • Present a variety of compliant options that best suit the member's capacity and risk to the organization.
  • Ensure timely follow-ups to check progress, remove barriers, and celebrate milestones toward current status.
• Collections Support
  • Review daily/weekly work reports, identify accounts needing action or follow-up.
  • Set up and monitor texting campaigns and respond to members in a timely and compliant manner.
• Regulatory Compliance
  • Maintain accurate and 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, to protect both the credit union and members.
  • Participate in ongoing audits of accounts to ensure all compliance standards are met and proper documentation is maintained.

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 a fast-paced financial institution required. 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 to lift up to 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 with numerous personalities 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.