Sr. Loan Resolution Spec

Job Summary

The Loan Resolution team is an integral component of our service‑centric culture, focusing on collecting past due accounts and retaining member relationships. The Sr. Loan Resolution Specialist supports early to late‑stage collection recovery efforts by reducing delinquencies, minimizing repossessions, and maximizing loan recoveries while providing subject matter expertise and supporting team members in all stages of delinquency.

• Manages calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed.
• Handle inbound and outbound calls in a timely and efficient manner while following established procedures.
• Solve problems quickly and create resolutions that bring in revenue on a regular basis.
• Negotiate, collect, and resolve accounts using a consultative approach to encourage member retention.
• Maintain accurate and up‑to‑date member contact information in the collections systems.
• Secure and update basic insurance requirements regarding secured loans.
• Support a member service driven culture while meeting or exceeding individual collection goals.
• Prepare and processes advanced payment arrangement and assistance options.
• Knowledgeable in repossession and legal processes; to make sound judgment on referrals to Loan Resolution Director when applicable.
• Handle all collection queues including 60+ day delinquent accounts, pre‑charge off, and deficiency balance.
• Regularly review and contact members with negative share accounts via phone, mail correspondence and email to resolve issues and prevent charge off.
• Perform skip tracing on delinquent accounts when applicable.
• Process advanced collections letters which include Cross Collateralization, Final Demand notice, and Legal Demand notice.
• Process Request for Assistance (RFA) applications in a timely manner.
• Provides various administrative support to include filing of backend product refunds, reviewing vehicle impound notices and determine next course of action per procedural steps.
• Manage deceased accounts with care and concern, while minimizing losses to the credit union.
• Performs other duties as required.

• Must have a High School Diploma or equivalency.
• Must have at least one (1) year of experience in a related call center or collections field.
• Must have at least (3) plus years combination of early‑stage and late‑stage collections experience with advanced working knowledge of telephone collecting strategies and/or understanding the processing of delinquent accounts.
• Strong understanding of the collections account life cycle.
• This position demands a good degree of literacy, credibility and excellent telephone and customer service skills.
• Fair Debt Collections Practices Act (FDCPA) certified.
• Completion of the Skip‑Tracer National Certification Program.
• Strong understanding of the Unfair, Deception, or Abusive Practices Act (UDAAP) and all consumer lending/collection laws.
• Meets or exceeds expectations on collections and/or services performance scorecard monthly, with a Quality Assurance average rating of 90% or higher.
• Strong ability to make decisions which impact on the department’s credibility, operations, and/or services.
• Strong organizational skills and ability to prioritize payment requests and/or assignments.
• Strong mathematical skills to include accurately calculate payment adjustments and/or check account results for accuracy.
• Excellent conflict management skills to tactfully question and actively listen to members to determine problems and bring about account resolution and to diffuse volatile situations quickly and effectively.
• Excellent analytical abilities, negotiating skills, and proven track record of working well in a fast paced and changing environment.
• Strong understanding of loan documentation, loan payments, and skip payment requests.
• Excellent interpersonal, customer service, and communication skills (both written and oral).
• Strong computer and keyboard skills which includes MS Word and Excel, ten‑key number pad or calculator.
• Demonstrated sound judgment in decisions regarding loan adjustment approvals, fee reversals within set authority levels, and…