Resolution Specialist

OUR LEADERSHIP PHILOSOPHY
At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. Our Leadership Competencies aim to foster a culture of continuous growth and agile leadership by providing a clear yet adaptable framework. We are committed to embracing change, nurturing talent, and aligning performance management with our vision of a resilient, forward-thinking organization. We all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES

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  Demonstrates Interpersonal Awareness & Skills: Emphasizes effective communication, relationship building, and teamwork to create a positive work environment that values contributions and fosters collaboration. Leaders demonstrate active listening, clear communication, and contribute positively to team dynamics.
• 
  Embraces Change & Learning: Focuses on adaptability, personal development, and advocating for progressive change. Leaders pursue continuous learning, support team growth, and demonstrate flexibility in response to change.
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  Utilizes Critical & Creative Thinking: Encourages innovative problem solving, challenging the status quo, and strategic thinking. Leaders seek opportunities for improvement, share new ideas, challenge inefficiencies, and promote innovation.
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  Takes Personal Ownership
  Emphasizes responsibility for performance, proactive collaboration, and accountability. Leaders set and achieve goals, take responsibility for actions, and pursue self-improvement.

Location: Dover, NH

POSITION SUMMARY

Under the direction of Payment Resolution Management, the Payment Resolution Specialist manages and resolves payment discrepancies, ensures transaction accuracy, and maintains strong client and team relationships. This detail-oriented role requires excellent problem-solving skills to navigate complex payment issues efficiently.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Contact members and co-members with early-stage delinquent loans to arrange repayment schedules.
• Investigate and resolve payment discrepancies and disputes promptly.
• Record actions, conversations, and recommendations accurately in the collection history.
• Consult with members requesting extensions and refinancing; prepare documentation and present recommendations to management.
• Adhere to the Credit Union’s policies on attendance and punctuality.

JOB SPECIFICATIONS

• Strong computer skills, including proficiency in Microsoft Office Excel and Word.
• Exceptional customer service skills for working with members via phone, mail, and in person.
• Detail-oriented with strong organizational skills.
• Trust, diplomacy, courtesy, and tact are essential.
• Ability to work independently and collaboratively with team members and external contacts.

EDUCATION, TRAINING & EXPERIENCE

• High school diploma or GED.
• 2-3 years of relevant experience in a similar role or related field.
• Experience in collections or loan processing is desirable.

WORK ARRANGEMENT: The position offers a hybrid work schedule, balancing office and remote work based on organizational needs and individual success, as determined by the hiring manager.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER