Resolution and Recovery Rep. - Loans - Rochester

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