The Loan Resolution Representative notifies or locates customers with mid-stage (30-49 days) delinquent loans or negative share accounts and attempts to secure payment. Answers general and escalated collection questions from members and staff regarding loan payments and past due notices. Ensures appropriate demand letters are sent to members prior to repossession and prepares and submits paperless repossession files for voluntary vehicle surrenders.
| • | Performs mid-stage delinquency collection activities of consumer loans, negative shares, and home equity loans. | |
| • | Monitor queue(s) daily to ensure that each account scheduled for contact is worked according to department procedures. | |
| • | Ensures appropriate demand letters are sent to members prior to repossession. | |
| • | Prepares and submits paperless repossession files for voluntary vehicle surrenders. | |
| • | Performs basic skip work on delinquent loans in an effort to establish contact with members and resolve delinquency. | |
| • | Assigns field chases on delinquent loans and documents results on system. | |
| • | Contacts impound, storage facility, or repair shop for vehicle location, fees, files opposition of lien sales (if applicable), prepares and submit file for repossession (if applicable). | |
| • | Performs some data reconciliation, balancing, and research. | |
| • | Prepares forms, form letters, reports, and correspondence for collections purposes. | |
| • | Reviews requests for credit information and for corrections on credit files of members. Requests adjustments to credit ratings due to incorrect reporting. | |
| • | Contribute ideas for developing, implementing, and maintaining effective operational procedures to maximize efficiency and quality of work to provide consistent quality service to members. | |
| • | Answers general and escalated collection questions from members and staff regarding loan payments and past due notices. | |
| • | Promotes and maintains a positive image of the Credit Union to assigned personnel, members, and the community. | |
| • | Provides input to manager for enhancing department, employee development, quality of work and service to members. | |
| • | Ensure adherence to compliance with standards set by all regulatory agencies and department policies. | |
| • | Responsible for keeping current on developments, litigation, and other areas that affect the collection process. | |
| • | Other duties may be assigned. |
Education
Min/Preferred | Education Level | Description | |
Preferred | 4 Year / Bachelors Degree | Bachelors’ degree preferred. |
Experience
Minimum Years of Experience | Preferred Years of Experience | Comments | |
2 | Minimum 2 years of experience in collections and repossession. |
Knowledge, Skills & Ability
• | In depth knowledge of the legal aspects of collection, bankruptcy and repossession; and the Fair Debt Collection Practices Act. | |
• | Knowledge of online collection systems software and the Microsoft suite of office products. |
• Practice open Communication with all levels;
• Be Accountable by taking ownership of customer issues and responsibility for one’s actions;
• Foster Teamwork by cooperating and collaborating with other employees;
• Seek ways to make the workplace Fun for oneself & others;
• Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
• Work with a Service Orientation by having a genuine concern for the needs of one’s customers and by being friendly, professional and following through on commitments; and
• Demonstrate Humility in all interactions and remember to leave one’s ego at the door when one arrives to work.
Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.
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