Service Credit Union is committed to customer focus and providing support in financial services. The Resolution & Recovery Representative will assist members with delinquent accounts and work to find solutions to their financial difficulties while maintaining compliance with regulations.
Responsibilities
- Maintain assigned queue according to the production goals established by the representative’s experience and tenure
- Log into the department’s hunt group to assist other departments as well as members regarding a multitude of issues/situations that may or may not be specific to a delinquent loan
- Develop strong skip tracing skills using a variety of resources to locate members
- Work cooperatively with members to assist them through times of financial difficulty
- Review and analyze member situations to determine if and what type of loan modification program might be appropriate and guide them through the process until complete
- Reply to correspondence within the timeline defined by the department’s service level agreement
- Review and analyze accounts to determine if escalated collection efforts (such as legal/repossession/charge-off/service revocation) are appropriate and make recommendations of same with supporting details
- Field requests for settlements and provide recommendation for approval/denial to management with supporting details
- Review and processing of consumer credit counseling contracts
- Processing of Credit Bureau Disputes in accordance with FDCPA/FCRA rules and regulations
- Assist members through repossession process and make evaluations and recommendations on redemption requirements
- Maintain clear, concise, and professional notes of collection efforts and member correspondence
- Review and action of paid-ahead loan portfolio
- Perform and attempt recovery of debts in compliance with FDCPA and other applicable laws
- Participate in on-call rotation
- Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events
- Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect
- Perform other duties as required
Skills
- Excellent interpersonal, presentation and organizational skills
- Detail oriented with basic understanding of math and money
- Ability to communicate clearly and effectively verbally and in writing
- Ability to work independently in a team environment
- Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required
- HS Diploma or equivalent
- Previous collection and/or call center experience preferred
Company Overview
Service Credit Union is a not-for-profit, member-owned financial cooperative firm. It was founded in 1957, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is https://servicecu.org.
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