Accounts Resolution Specialist

Classification:

Non-Exempt

Reports to:

Account Resolution Manager

About Us!

Carolinas Telco Federal Credit Union is a member-focused financial institution dedicated to providing exceptional service and financial solutions to our community. At the core of our mission lies a steadfast commitment to providing personalized service and a comprehensive suite of financial products. This includes a variety of solutions for individuals and businesses, backed by an innovative online banking platform, ensuring members have the tools they need for financial success.

The Resolution Specialist is  responsible formenaging delinquent accounts to minimize financial losses and support members in resolving their financial challenges. This role involves analyzing account activity,identifyingpotentialdefaultsituations,fraudulent activity,creating repayment plans for past due loans and workouts, and ensuring compliance with credit union policies and regulations.

• Monitor and manage delinquent accounts, including personal loans, autoloansand credit cards,to ensuretimelypayments.
• Contact members via phone, email,textand mail to discuss overdue paymentsandnegotiate repayment plans.
• Maintainaccuraterecords of all collection activities and member interactions/conversations, including skip tracing.
• Develop recovery strategies to minimize loss and maximize recoveries
• Communicate with other departments within the credit union to resolve member issues and provide exceptional service.
• Collaborate with managerof account statuses and collection activities.
• Recommendaccounts forcharge off, repossession orotherlegal action and prepare files accordingly.
• Assistin the development and implementation of strategies to reduce delinquency andloss.
• Assistin projects as needed.
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

• Associate or bachelor’s degree in banking/finance a plus orminimum of 2 yearsequivalent banking experience in lieu of degree
• Proven experience insecured / unsecured loan collectionsandrecoveryinbanking or credit union.
• Excellent communication and interpersonal skills.
• Strong problem-solvingandattention to detail.
• Ability to analyze data and make informed decisions.
• Proficiency in using financial software and Microsoft Office Suite.
• Ability to workin a fast-paced environment both independently and as part of a team.
• Impact and results driven.

• Collection Overdraft Resolution/Recovery:
  
  Maintaina resolution rate in alignment with CTFCU established targets.
• Charge Off Ratio:
  
  Maintaina charge off ratio goal asdeemedby CTFCU
• Member Satisfaction:
  
  Maintaina member satisfaction score of 90% within credit union interactions.
• Compliance Adherence:
  Achieve successful compliance rate with all relevant regulations and internal policies.
• Core Values:
  
  Exhibitsongoing commitment and display of CTFCU core values.

Positiondescriptionspossesstheessential functions and basic dutiesof the role. Peripheral tasks mayhavebeen excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirementscontainedabovebe interpreted as all inclusive. Additionalfunctions and requirements may be assigned by supervisors asdeemedappropriate.

In accordance withthe Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodatedisabled individuals. Positiondescriptions are not intended as and do not create employment contracts. The organizationmaintainsits status as an at-will employer. Employees can beterminatedfor any reason not prohibited by law.

I have received a copy of the above position description and understand the role’s expectations for performance. I understand that should I have questions or needadditionaldirections, it is my responsibility to seek clarification and/orassistancefrom my direct supervisor.

Equal Opportunity

Employer:

M/F/Disability/Veteran

M/F/Disability/Veteran