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.

Major Responsibilities

• 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.

Job Requirements and Qualifications

• 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 delinquency problem resolutions.
• Ability to comprehend and apply financial products and services learned through initial and/or future on-the-job training sessions.
• Advanced 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 rotating 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.