Credit Resolutions Agent

Job Description

Job Description

Credit Resolutions Agent
Full Time (40 Hours)
Monday - Friday (8am - 5pm) (Rotating Saturdays)

PURPOSE:
The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," while "Placing People over Profit" and providing outstanding service to both members and internal members.

• To deliver service in alignment with our Service Commitments:

  • I will earn respect and build trust by acting with integrity in every situation.

  • I will understand my role in supporting the team to achieve our purpose.

  • I will focus on people over products and build lasting relationships.

  • I will take ownership and accept responsibility.

  • I will treat my coworkers with the same high standards as I treat my member.

  • I will continuously look for ways to improve myself, my credit union, and my community.

  • I will accept there is no "they". We are one working toward the same mission.

  • I will commit to the core values.

• Meet all established service goals.

SUMMARY:
A Credit Resolution Agent preserves the Credit Union's assets by handling complex delinquent loan and negative shares, maintains proactive contact with delinquent members to determine reasons why a member-borrower's account is delinquent or negative, what credit union financial assistance programs might aid the member-borrower, makes and follows-up on arrangements to bring accounts current for member-borrowers who do not qualify for financial assistance programs, or takes action to initiate recovery of any applicable loan collateral. The Credit Resolution Agent as a group are the credit union's front-line staff to ensure all loan accounts are maintained in a current payment status working diligently to reduce delinquent loan statuses and negative share losses.

• Contribute to the development and refinement of the credit union's loss mitigation vision and strategy. Working and partnering in a team environment focused on quality member service by treating delinquent member-borrowers with respect to maintain an open line of continued communication.

• Negotiates with member-borrowers for arrangements to cure past due payment status on credit union loans and negative shares, setting realistic payment arrangements and maintaining timely follow-up

• Offer loss mitigation and financial hardship assistance when member-borrowers are in financial distress

• Develop and demonstrate a subject matter expertise pertaining to collection current and updated regulations and the credit union's loss mitigation policies, operating guidelines, or operating procedures.

• Adheres to all aspects of the Fair Debt Collection Practices and Best Practice when contacting and maintaining contact with member-borrowers

• Utilizes approved credit union service providers to locate member-borrowers or any applicable loan collateral.

• Document and records all member-borrower contact, attempted contact, or action(s) taken with respect to a member-borrower's account within the member-borrower's account and/or loan file; with sufficient detail to ensure that any other staff member or examiner/auditor can easily ascertain actions and interactions taken on a member-borrower's account.

• Ensure appropriate payment application

• Make certain the payment GL is balance daily

• Follow "how can we assist" and loan modification procedure

• Recommends non-collectability on accounts where member-borrowers lack the capacity and/or intent to make future payments. When efforts to resolve an account's, past due status are determined uncollectable, these accounts will be escalated to the Leadership team when necessary.

• Works assigned various delinquency categorizations and/or type of queues in an expedient fashion and assists other Credit Resolution Agents to complete their assigned queues when available as a means to achieve the overall team's delinquency goals.

• Prepares collection correspondence, including demand letters, adverse action letters, subsequent action letters, specific and individual letters to member-borrowers.

• Partners with Credit Resolution Leadership on all process improvement

• Maintain phone and all other member communication availability consistent with credit resolution expectation and process; availability should be as such where abandoned or refused calls are minimal

• Abide by Credit Resolution phone etiquette and monitoring expectation

• Work harmoniously with the Credit Resolutions Leadership on issues arising within the department to include but not limited to, recommending vehicles for repossession, recommending legal action, recommending loans for charge off review, assisting with various report creations and/or data entry, and reconciliation of invoices from vendors

• Communicate with members via all forums

• May attend small claims court

• Stay apprised of Bankruptcy fundamentals and review of Pacer prior to any further escalation

• Follow all items on the collection's checklist by stages 30, 60, 90, 120 days past due

• Answer's member-borrower inquiries; while reviewing collection notes on an account and attempts to resolve any outstanding issues that are present in a timely manner.

• Performs other collection activity as may be assigned by the Leadership team.

• Each employee will demonstrate professional behavior that supports team efforts and enhances team behavior, performance, and productivity.

• Tasks as assigned by leadership

EDUCATION and/or EXPERIENCE:

A High school diploma or general education degree (GED); a minimum of 1 year, exceptions may be made on a case by case basis, related experience and/or training; or equivalent combination of education and experience is required.