Account Resolution Advocate

3 weeks ago

Metairie, United States OnPath Credit Union Full time
Scope:

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides 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 member's 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 delinquent and potentially delinquent accounts for the credit union while establishing WIN-WIN solutions, building relationships, and providing excellent member service. The Account Resolution Advocate will interview members to learn reasons for loan delinquency and seek resolutions.

The Account Resolution Advocate will assist employees in the Account Resolutions Department and all appropriate internal credit union partners. Conducts daily business interactions and maintains constant alignment with OnPath's mission, culture, and core values. Encourages others to act with mission, culture, and core values in mind always. 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. Passionately displays a desire to build rapport and expand relationships with all members both internally and externally. Stays informed on OnPath's products and services to provide the right recommendations to the right members at the right time. Promotes and maintains a positive image of the credit union to peers, members, and communities we serve.

Major Duties and Responsibilities:
  • Initiates and administers collection action on member accounts that are negative or at risk of default or delinquent, reviews and works the collection queue(s) daily to determine reason for delinquency and negotiate successful payment arrangements.
  • Documents 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.
  • Negotiates and coordinates payment arrangements with member(s); initiates loan modifications and work-out agreements including preparation of appropriate supporting documentation and recommendations for review and approval.
  • Reviews accounts for completion of due diligence and makes recommendations for repossession and charge off in accordance with credit union policy.
  • Maintains a strong and current understanding of laws, regulations, credit union policies and procedures regarding collection activities. Utilizes various internet skip tracing tools to locate members when contact cannot be made and/or their location is unknown and pulls credit bureau reports.
  • Ensures the security and confidentiality of private member information. Refers to Code of Ethics policy for current guidelines.
  • Identifies and recommends improvement of procedures and processes involving job functions to management.
  • Advises leadership of cases requiring special attention.
  • May be required to attend classes and/or seminar to expand knowledge and expertise.
  • Overcomes objections and demonstrates creative thinking to come up with solutions.
  • Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and approaches to problems with successful outcomes.
  • Works diligently to meet or exceed collection goals established by management.
  • Ability to communicate effectively and professionally, both verbally and in writing. Actively learning by understanding the implications of new and existing information for current and future problem solving and decision making. Applies logic to analyze information. Notices when data appears wrong or incomplete or needs verification.
  • Works as a team within the department to meet the overall credit union goals for delinquency and charge off ratios.


Knowledge and Skills

Experience:

Six months to two years of similar or related experience, including time spent in preparatory positions.

Education:

A high school degree or GED is required.

INTERPERSONAL SKILLS:

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

OTHER SKILLS:

Knowledge of, or the ability to learn, federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility is necessary. Proficiency with database software and the MS Office suite is also required. The ability to keep promises and commitments is essential, as is earning and maintaining the trust of others by acting consistently with words and actions. Always be direct and truthful, providing straightforward, honest feedback, while maintaining confidentiality and being dedicated to the highest standards of integrity, honesty, and trust. ADA Requirements

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

WORKING CONDITIONS:

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL AND/OR EMOTIONAL REQUIREMENTS:

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

OnPath FCU is an EOE/M/F/Disability/Veteran

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