Credit Union Client Team Representative - IN OFFICE or REMOTE

Credit Union CTR Position

The Credit Union CTR serves as a key support for the company's skip recovery operations team. The team primarily provides operational and administrative support to the skip representatives while acting as the central liaison between the skip team, credit unions, and insurance carriers. Core responsibilities include claim documentation support, fee request submission, request tracking, and responding to internal and external inquiries. The role also contributes to resolving issues related to accounts, claims, and recovery processes while maintaining high service standards.

Essential Functions

• Deliver prompt and accurate support for client and debtor requests utilizing proprietary systems and communication tools
• Maintain in-depth knowledge of assigned portfolios (e.g., ARM, PreSkip, Direct) to ensure accuracy and consistency in communications
• Manage inbound client communications, provide status updates, and perform research to support operational decision-making
• Process and fulfill client requests in alignment with established service level expectations
• Respond to internal team requests in a timely and professional manner
• Monitor account holds and ensure appropriate follow-up actions are completed
• Have full knowledge of assigned portfolios (ARM, PreSkip, Direct, Etc.) to ensure accuracy of information when providing info to clients, fellow teammates, and management
• Maintain inbox management standards, ensuring all communications are addressed within the same business day
• Escalate complex issues or unclear requests to leadership as appropriate
• Communicate effectively with internal and external stakeholders to ensure clarity and resolution
• Identify trends and opportunities for process improvement and communicate findings to leadership

Competencies

• Professional communication (written and verbal)
• Analytical thinking and problem-solving
• Attention to detail and accuracy
• Adaptability in a fast-paced, evolving environment
• Research and information analysis skills

Education and Experience

• Associate's degree or equivalent required; bachelor's degree preferred
• Minimum one (1) year of call center, customer service, or related industry experience
• Experience with multi-line phone systems preferred
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

Benefits

• Competitive compensation package
• Full suite of medical benefits, including dental, vision, 401k, pet insurance and more!
• PTO and holidays

Position Type/Expected Hours of Work

This is a Full-time position. Days and hours of work are variable and based on business need. Evening and weekend work may be required as job duties demand.

Physical Requirements

This position is indoors. Must be able to sit at a computer terminal for an extended period. May be asked to lift approximately 25 lbs. Exposure to moderate noise and light, i.e., business office with computers, phone, printers, light foot traffic.

EEO Statement

Location Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Location Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Applicants must be legally authorized to work in the United States