Payment Resolution Specialist I

The Payment Resolution Specialist I is responsible for promoting a positive image of American 1 Credit Union and is responsible for assisting the Payment Support Department with clerical and transactional duties in relation to collections and recovery functions for the credit union. The Payment Resolution Specialist I will be responsible for assisting with member correspondence as needed in relation to member loan protection claims (Life, Injury & Illness, Gap, MBP & CPI) and legal processing.  This position requires the ability to work effectively with others, take actions that respect the needs and contributions of others; and ability to provide leadership to work independently. 

Essential Job Functions:

• Focus on Purpose/Mission: Focuses on the Credit Union Purpose and Mission Statement of creating financial wellness in our community through personal everyday banking.
• People Focused and Strong Communication: Process member insurance claims in relation to loan protection products (Life, Injury & Illness, GAP, MBP & CPI).
• Engaged and Collaborative: Collaborates with the Payment Support team and our members on recovery payments and repossessions. 
• Trustworthy, Reliability, and Confidentiality: Assists the Payment Support team with legal and handles incoming and return mail.
• Achiever & Goal Driven: Organization, prioritization, and execution of tasks to proactively solve problems and meet deadlines. 
• Diversity, Equity, and Inclusion: Committed to building and supporting a culture that is inclusive for all.
• Core Process, Policy, and Procedure Review:  Follows all company processes, policies, and procedures, including customer identification and all BSA requirements. 
• Community Advocate: Serves as a representative of the credit union while in the community.

Competencies Required:

• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require, expect, and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative, and Goal Driven:  The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carry out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems. Pays special attention to close detail and is committed to accuracy. 
• Focused, Decision Making and Problem-Solving: Has a strong sense of urgency about proactively solving problems and getting work done; gains support by collaborating effectively for ideas, proposals, projects, and solutions, takes initiative; makes and/or facilitates decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.
• Engaged and Collaborative: The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect. Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and members so as to anticipate problems and ensure the effectiveness of the institution.
• Trustworthy, Reliability, and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core processes, policies, and procedures are followed.

Key Accountabilities:

• Insurance Claim Processing
• Recovery Payments Processing
• Repossession support
• Legal processing and support
• Mail/Return mail processing

Requirements:

• A minimum education of high school diploma or general education degree (GED)
• 1-2 years of previous credit union/banking experience
• Minimum of 1 year of related experience and/or training 
• Ability to work effectively as part of a team in a fast-paced, often stressful environment with the ability to juggle multiple competing tasks and demands
• Excellent organizational and multi-tasking skills

The Ideal Candidate:

• Has excellent customer service skills.
• Ability to work in a fast-paced environment.
• Ability to work well under pressure.
• Ability to remain calm while dealing with difficult members.
• Knowledge of BSA, Regulation CC, D, E, and all other pertinent regulations.
• Organizational skills 
• Knowledge of the Federal Debt Collection Practices Act
• Knowledge of the Michigan Collections Practices Act and Michigan Consumer Protection Act
• Strong oral and written communication skills
• Must be able to interact and communicate with individuals at all levels of the Credit Union.
• Strong computer skills including Outlook, Word, Excel, Adobe Acrobat
• Handle several forms of correspondence: Incoming phone calls, IM Messages, and Email messages.

NOTE:  The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.