Account Resolution Advocate

SCOPE:

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our member’s and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

PRIMARY FUNCTIONS:

This position is responsible for minimizing risk and maximizing recovery of delinquent and potentially delinquent accounts for the credit union while establishing WIN-WIN solutions, building relationships, and providing excellent member service. The Account Resolution Advocate will interview members to learn reasons for loan delinquency and seek resolutions.

The Account Resolution Advocate will assist employees in the Account Resolutions Department and all appropriate internal credit union partners. Conducts daily business interactions and maintains constant alignment with OnPath’s mission, culture, and core values. Encourages others to act with mission, culture, and core values in mind always. Demonstrates initiative and sound judgment in the absence of specific direction from management. Ensures value through decision making that supports credit union goals and interests. Passionately displays a desire to build rapport and expand relationships with all members both internally and externally. Stays informed on OnPath’s products and services to provide the right recommendations to the right members at the right time. Promotes and maintains a positive image of the credit union to peers, members, and communities we serve.

CORE RESPONSIBILITES include but not limited to:

• Ability to communicate effectively and professionally, both verbally and in writing.
• Actively learning by understanding the implications of new and existing information for current and future problem solving and decision-making.
• Applies logic to analyze information. Notices when data appears wrong or incomplete or needs verification.
• Documents all actions taken, including telephone conversations, payment arrangements and correspondence, in collection package, to ensure all information is accurate and the integrity of the database is maintained.
• Initiates and administers collection actions on member accounts that are negative or at risk of default or delinquent; reviews and works the collection queue(s) daily.
• Maintains a strong and current understanding of laws, regulations, credit union policies and procedures regarding collection activities.
• Utilizes various internet skip tracing tools to locate members when contact cannot be made and/or their location is unknown.

KEY AREAS OF RESPONSIBILITY:

• Advises leadership of cases requiring special attention.
• Ensures the security and confidentiality of private member information. Refers to Code of Ethics policy for current guidelines.
• Identifies and recommends improvement of procedures and processes involving job functions to management.
• May be required to attend classes and/or seminars to expand knowledge and expertise.
• Negotiates and coordinates payment arrangements with member(s); initiates loan modifications and work-out agreements including preparation of appropriate supporting documentation and recommendations for review and approval.
• Overcomes objections and demonstrates creative thinking to come up with solutions.
• Reviews accounts for completion of due diligence and makes recommendations for repossession and charge off in accordance with credit union policy.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and approaches to problems with successful outcomes.
• Works diligently to meet or exceed collection goals established by management.

BASIC REQUIREMENTS:

• 2 years customer service experience preferred.

• High School Diploma or equivalent. 
• Ability to diffuse escalated situations.
• Agrees to stay informed on OnPath’s products and services to provide the right product to the right member at the right time for the right reason.
• Demonstrates ability to multi-task with attention to detail and accuracy.

• Effectively researches job related situations and finding solutions.
• Handles difficult and stressful situations with professional composure.
• Keeps promises and commitments, earns and maintains trust of others by acting consistently with words and actions. Is direct and truthful by providing straight, honest feedback. Keeps confidence, and is dedicated to the highest standards of integrity, honesty, and trust.

• Knowledge of, or ability to learn federal, state, and local laws, statutes, regulations codes and standards related to the area of responsibility.

• Proficiency with database software and MS Office suite.
• Promotes and maintains a positive image of the credit union to assigned personnel, members, and the community.
• Reports regularly to work and returns from breaks and meal periods on time according to schedule.
• Strong communication and negotiation skills.

• Team player. Establishes and maintains effective working relationships with OnPath employees.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

OnPath FCU is an EOE/M/F/Disability/Veteran