Account Resolution Specialist

Job Summary:

The Account Resolution Specialist is responsible for contacting customers regarding delinquent accounts and overdraft demand deposit accounts (DDA) through approved communication channels, including telephone, email, and written correspondence. This role focuses on resolving account delinquencies by providing payment options, sending required notices, maintaining accurate documentation, and ensuring all collection activities comply with applicable laws and regulations, including the Fair Debt Collection Practices Act (FDCPA).

• Contact customers regarding delinquent and overdraft accounts via phone, email, and mail to resolve account balances and to respond to account-related guidelines.
• Negotiate repayment arrangements and establish payment plans in accordance with customers’ financial situations and bank guidelines.
• Send required collection and overdraft correspondence to customers in compliance with established procedures and regulatory requirements.
• Ensure all collection activities are performed in accordance with FDCPA guidelines, bank policies, and applicable federal and state regulations.
• Research, monitor, and evaluate delinquent accounts using internal systems to determine appropriate resolution acts.
• Accurately document all customer interactions, payment arrangements, and account activity; upload and maintain supporting documentation in collections systems and Web Director.
• Prepare, process, and retain account related documentation, correspondence, and reports in accordance with record retention records.
• Perform clerical and administrative duties related to collections, including filing, record maintenance, and document management.
• Perform all duties in relation to the Bank Secrecy Act under the guidance of the BSA Officer.

• Strong verbal and written communication skills.
• Attention to detail with the ability to maintain accurate records and documentation.
• Ability to apply FDCPA guidelines and exercise sound judgement during customer interactions.
• Strong organizational and time management skills.
• Analytical and problem-solving abilities.
• Ability to handle sensitive information with professionalism and confidentiality.
• Proficiency with computer systems, including collections software and document management platforms.

High School Graduate or General Education Degree (GED). Minimum one to two years equivalent experience preferred. Knowledge of FDCPA and regulatory compliance standards is preferred.

The associate is frequently required to sit and/or stand, communicate, reach, and manipulate objects, tools or controls that are typical of an office/bank environment. Lifting items weighting up to 10 pounds on a consistent basis. Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc. Weekend and evening work will be required.

Typical office environment. Extended viewing of computer screens. Regular office hours are Monday through Friday from 8:00 a.m. to 5:00 p.m. Occasional weekend and evening work may be required.

United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. United Fidelity Bank, situated in Indiana’s third-largest city (Evansville, IN), is a future-focused financial institution.

With 23 locations nationwide and approximately $6 billion in assets, we’re working hard to transform our business through innovation and technology to provide products and services that help people secure their financial future. We build talented and diverse teams to drive business results. We recognize that our associates are our strength and the talents they bring to the UFB workforce are directly linked to our success.

Collective ambition, innovative thinking, and a commitment to our value of doing what’s right sets us apart from the rest. United Fidelity Bank was built on a solid foundation of trust. We are advocates for our associates, customers, and the communities we serve.