Member Resolutions Representative

Job  – Member Resolutions Representative

Location:

Lakeland, FL 33815 – This position is hybrid
In office (3) days per week

Pay: $19.67-$24.59 per hour

Type:
Contract, (3)+ months with possible extension

Schedule:

M-F, 8:00 AM to 5:00 PM EST

• Engage with delinquent members via phone, email, text, and chat to understand their financial situation and offer empathetic, constructive solutions to resolve past due loan statuses.
• Analyze member financial information to determine optimal repayment or loss mitigation strategies, including settlements and charge-off alternatives.
• Document all member interactions and collection efforts accurately in system records, including reasons for delinquency and agreed-upon resolutions.
• Ensure compliance with federal and state consumer protection laws (e.g., FDCPA, FCRA, SCRA) and stay current on credit union policies and procedures.
• Utilize online tools and conduct independent research to validate loan responsibility, locate members, and complete necessary documentation for delinquency resolution.

• Must have (1)+ year of related banking experience.
• Must have knowledge of the Bank Secrecy act and other federal laws such as: US Patriot Act, Office of Foreign Assets and Control, AML, Right to Financial Privacy, Bank Bribery Act.
• Strong negotiation, de-escalation, and problem-solving skills.
• Excellent written and verbal communication skills.
• High school diploma or equivalent.
• Background check required.
• Credit check required.
• Employment verification required.
• Drug screening required.