Resolution & Recovery Representative-Loans

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Location: Rochester Operations Center; Rochester, NH

Compensation: Starting at $23.67. Negotiable with experience

The Resolution & Recovery Representative-Loan will provide both member and back-office support in a fast-paced environment that includes both incoming and outgoing correspondence via phone, email, and mail. The R&R Rep will be responsible for an assigned queue of delinquent accounts in which they will work cooperatively with the members to find long-term solutions to their financial difficulties and prevent charge-off/maintain loss levels for the organization. They will handle incoming correspondence via a variety of mediums and provide assistance and guidance to members, Contact Center, Branch, back-office and third parties on a wide range of topics which include, but are not limited to: financial difficulties, delinquent accounts, payoff issues, loan protection claims, collateral protection insurance, credit bureau disputes, and mail processing. They will be expected to become familiar with several different systems and processes as well as adhere to the department’s service level agreements and production goals; each rep will have the opportunity for step-increases as they progress throughout their career and increase knowledgebase and skill set.

“Members are the priority at Service Credit Union, and every role at the credit union is responsible for supporting member solutions and contributing positively to member experience.”

Position Responsibilities:

• Maintain assigned queue according to the production goals established by the representative’s experience and tenure.
•  Log into the department’s hunt group to assist other departments as well as members regarding a multitude of issues/situations that may or may not be specific to a delinquent loan.
• Develop strong skip tracing skills using a variety of resources to locate members.
• Work cooperatively with members to assist them through times of financial difficulty.
• Review and analyze member situations to determine if and what type of loan modification program might be appropriate and guide them through the process until complete.
• Reply to correspondence within the timeline defined by the department’s service level agreement.
• Review and analyze accounts to determine if escalated collection efforts (such as legal/repossession/charge-off/service revocation) are appropriate and make recommendations of same with supporting details.
• Field requests for settlements and provide recommendation for approval/denial to management with supporting details.
• Review and processing of consumer credit counseling contracts
• Processing of Credit Bureau Disputes in accordance with FDCPA/FCRA rules and regulations
• Assist members through repossession process and make evaluations and recommendations on redemption requirements.
• Maintain clear, concise, and professional notes of collection efforts and member correspondence.
• Review and action of paid-ahead loan portfolio
• Perform and attempt recovery of debts in compliance with FDCPA and other applicable laws.
• Participate in on-call rotation.
• Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events.
• Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect.
• Perform other duties as assigned.
• Regular and reliable attendance is an essential function of this position.

Required Knowledge and Skills:

• Excellent interpersonal, presentation and organizational skills.
• Detail oriented with basic understanding of math and money.
• Ability to communicate clearly and effectively verbally and in writing.
• Ability to work independently in a team environment.
• Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required.

Education/Experience/Certifications:

Education: HS Diploma or equivalent  

Experience: Previous collection and/or call center experience preferred