Sr. Loan Resolution Spec - San Antonio - Firstmark Credit Union

    Firstmark Credit Union
    Firstmark Credit Union San Antonio

    1 week ago

    Description
    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.
    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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