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 Loan Resolution Associate supports in the early and late stages of collection recovery efforts and payment reminders which are focused on education and rehabilitation.

Our Loan Resolution Associate possess excellent interpersonal skills and the talent to assess individual situations, lead tough conversations, negotiate payment plans while preserving our company values. They have strong active listening skills, high attention to detail and organizational skills, and the ability to multi-task.

Major Responsibilities

• 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.
• Provide consistent follow up on delinquent accounts typically ranging from 1-60 plus days past due.
• Contact borrowers via outbound dialing, mail correspondence, and e-mail to establish satisfactory payment arrangements on delinquent accounts.
• Regularly review and contact members with negative share accounts via phone, mail correspondence and email to resolve issues and prevent charge off.
• Secure and update basic insurance requirements regarding secured loans.
• Assist with ongoing member outreach call campaigns.
• Support a member service driven culture while meeting or exceeding individual collection goals.
• Prepare and processes various payment arrangement options such as pre-authorized or automatic payments, skip a payment, re-age, requests for assistance, or the like.
• Performs other duties as required.

Job Requirements and Qualifications

• Must have a High School Diploma or equivalency.
• Must have at least one (1) to three (3) years of experience in a related call center or collections field.
• First party collections experience (preferred) with working knowledge of telephone collecting strategies and/or understanding the processing of delinquent accounts.
• Fair Debt Collections Practices Act (FDCPA) certified or ability to get certification within 2 weeks of start date.
• Good understanding of the Unfair, Deception, or Abusive Practices Act (UDAAP) and all consumer lending/collection laws.
• 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.
• Strong analytical abilities, negotiating skills, and works well in a fast paced and changing environment.
• General 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 delinquency problem resolutions.
• Ability to comprehend and apply financial products and services learned through initial and/or future on-the-job training sessions.
• Basic understanding of collateral protection, GAP, or other lender-placed insurance coverage.
• Work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry.

Flexibility to work shifts between 8am-6pm, Monday- Friday and a rotational shift of 9am-4pm on Saturdays.

Building tomorrow starts with you!

At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.

Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.