Account Resolution Associate

Benefits

• Competitive Compensation
• Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
• Paid Vacation, Wellness, Sick Time, and more!

The hourly range for this position is $18.25 to $22.81 based on skills and experience. This position is classified as On-site.

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that, in partnership with surrounding departments, provide cost‑effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our members and to each other.

We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

PRIMARY FUNCTIONS:

This position is responsible for minimizing risk and maximizing recovery of negative shares for the credit union while establishing WIN‑WIN solutions, building relationships, and providing excellent member service. The Account Resolution Associate will interview members to learn reasons for overdrawn shares and seek resolutions.

The Account Resolution Associate will assist employees in the Account Resolutions Department and all appropriate internal credit union partners, conduct daily business interactions and maintain constant alignment with OnPath’s mission, culture, and core values. The associate encourages others to act with mission, culture, and core values in mind, demonstrates initiative and sound judgment in the absence of specific direction from management, ensures value through decision making that supports credit union goals and interests, and passionately displays a desire to build rapport and expand relationships with all members both internally and externally.

• Initiate and administer collection actions on member accounts that are negative and work the collection queue(s) daily to determine reason for overdrawn balance and negotiate successful payment arrangements.
• Utilize various internet skip‑tracing tools to locate members when contact cannot be made and/or their location is unknown.
• Document all actions taken, including telephone conversations, payment arrangements and correspondence, in collection package to ensure all information is accurate and the integrity of the database is maintained.
• Advise leadership of cases requiring special attention.
• Ensure the security and confidentiality of private member information; refer to Code of Ethics policy for current guidelines.
• Identify and recommend improvement of procedures and processes involving job functions to management.
• Attend classes and/or seminars to expand knowledge and expertise as required.
• Overcome objections and demonstrate creative thinking to devise solutions.
• Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, and approaches to problems for successful outcomes.
• Work diligently to meet or exceed collection goals established by management.
• Maintain a strong and current understanding of laws, regulations, credit union policies and procedures regarding collection activities.
• Work as a team within the department to meet overall credit union goals for delinquency and charge‑off ratios.

• Experience: Six months to two years of similar or related experience, including time spent in preparatory positions.
• Education/Certifications/Licenses: A high school degree or GED is required.
• Interpersonal
  
  Skills:
  
  Courtesy and tact are essential. Work involves personal contact with customers and others inside and outside the organization regarding fairly routine matters; communications generally require short, not in‑depth discussions.
• Other
  
  Skills:
  
  Knowledge of federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility; proficiency with database…