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Account Resolution Specialist I

2 months ago

North Liberty, United States GreenState Credit Union Full time

Position Summary:

POSITION SUMMARY:

The determination and analysis of factors causing individual accounts to fall into delinquency and/or overdrawn, and the implementation of efforts to successfully resolve these factors through interaction with the account holders. Efforts will include, but not be limited to extensive telephone and written communication members and other departments. The ultimate objective of all collection activities will be to determine the cause of delinquent and/or overdrawn status, and to establish an appropriate course of action in order to remedy the situation. Collection efforts include skip tracing, processing payments, or opening of correct workflows for more complex issues to be resolved by team. Credit and financial counseling of past due and overdrawn accounts in accordance with established lending guidelines, and state and federal regulations. Completes proactive campaigns on non-delinquent, high risk accounts in efforts to maintain good standing

GREENSTATE CULTURE:

At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

Pay range for this hourly position is $23.61 -$31.72/hr with a monthly incentive opportunity and a progressive benefits package.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

  1. Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.
  2. Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
  3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
  4. Ensures confidentiality of member information.
  5. Supports a diverse and inclusive work environment.
  6. Contacts and confers with members by any means necessary in order to determine the reason for delinquency and/or overdrawn status, and to arrange an appropriate course of action in order to remedy the situation.
  7. Initiates workflows for appropriate action for those accounts that cannot be contacted, or for which satisfactory arrangements cannot be made.
  8. Maintains and updates member records. Records all communications and all collection activity.
  9. Follows-up on early stage past due mortgages, loans, credit cards and overdrawn accounts; makes reasonable and practical arrangements for interest, partial, or full payments.
  10. Performs skip-tracing duties, as required and directed.
  11. Takes check net payments over the phone, and saves them in the checksnet folder. Accepts debit and credit card authorizations over the phone, prints, and processes transaction and post to members' accounts.
  12. Initiates workflow for review of modification, TDR, workout, deferment requests.
  13. Makes collection contacts to delinquent accounts and performs any tasks or duties in order to aid in collection of past due or overdrawn accounts.
  14. Refers members to financial counseling resources when necessary.
  15. Cross-sells Credit Union products and services when appropriate.
  16. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events, on an annual basis.
  17. Performs any other duties as assigned.


Job Requirements/Expectations:

JOB REQUIREMENTS:

  1. One year of similar or related working experience.
  2. High School Diploma or GED.
  3. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. At times length of working day can be unpredictable, must be willing and able to work early and/or stay late with short notice. Must be willing to work Saturday rotation.
  4. Ability and desire to interact with co-workers to develop positive and effective working relationships in all areas of Credit Union services.
  5. Strong interpersonal and persuasive skills to represent the Credit Union in a positive way during periods of stressful member contact.
  6. Interpersonal skills necessary to gather data from a number of sources and to represent positively the Credit Union during such contact.
  7. Ability to prioritize assignments and organize work efficiently, to handle large volumes of details.
  8. Ability to communicate thoughts and ideas in a clear and concise manner.
  9. Ability to handle multiple tasks in a fast pace and changing environment.
  10. Ability to work independently.
  11. Accuracy and attention to detail required.
  12. Ability to operate related computer applications and office equipment.
  13. Must be bondable.


Reporting Relationship:
Reports to the Vice President/Account Resolutions.

Supervisory Responsibilities:
This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement:
GreenState Credit Union is an EEO/AA Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans, and individuals with disabilities to apply for openings with the credit union.

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