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 efficiently while following established procedures.
• Resolve problems quickly and create solutions that generate consistent revenue.
• Negotiate and collect past‑due payments using a consultative approach that supports member retention.
• Maintain accurate and current member contact information in the collections system.
• Provide consistent follow‑up on accounts typically 1–60+ days delinquent.
• Contact borrowers through outbound calls, mail, and email to establish suitable payment arrangements.
• Review and follow up with members who have negative share accounts to resolve issues and prevent charge‑offs.
• Verify and update required insurance information for secured loans.
• Participate in ongoing member outreach calling campaigns.
• Support a strong member‑service culture while meeting or exceeding individual collection goals.
• Prepare and process payment arrangement options, including automatic payments, skip‑a‑payment requests, re‑ages, and other assistance programs.
• Perform other duties as assigned.

Job Requirements and Qualifications

• High School Diploma or equivalent required.
• 1–3 years of experience in a related call center or collections environment.
• Preferred: First‑party collections experience with knowledge of telephone collection strategies and delinquent account processes.
• FDCPA certification required or ability to obtain within 2 weeks of hire.
• Understanding of UDAAP and relevant consumer lending and collection regulations.
• Strong decision‑making ability with impact on department credibility, operations, and services.
• Excellent organizational skills with the ability to prioritize payment requests and assignments.
• Solid mathematical skills for calculating payment adjustments and verifying account accuracy.
• Strong conflict‑management skills, including active listening, tactful questioning, and de‑escalation.
• Strong analytical and negotiation skills; able to work effectively in a fast‑paced, changing environment.
• General knowledge of loan documentation, loan payments, and skip‑payment processes.
• Excellent interpersonal, customer service, and written/verbal communication skills.
• Proficiency with computers and keyboarding, including MS Word, Excel, and ten‑key/calculator use.
• Demonstrated sound judgment regarding loan adjustments, fee reversals, and delinquency resolutions within authority limits.
• Ability to learn and apply financial products and services through ongoing training.
• Basic understanding of collateral protection, GAP, and other lender‑placed insurance products.
• Ability to maintain professionalism and enthusiasm under stressful conditions.
• Must reflect Firstmark’s 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.