Account Resolution Representative

Summary / Objective

Supports the day-to-day activities, programs, procedures, and administrative needs of the Credit Management department. Professionalism, discretion, confidentiality, and a positive attitude are absolute essentials of the position that supports our FIRST values.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer phone professionally and promptly, directing calls within department from members, employees, and outside agencies, and filing / scanning paperwork in appropriate member files for each aspect of the Credit Management process.
• Professionally responds and assists members who may have negative shares, delinquent loans, repossessions, or fraud on their account.
• Assign accounts to appropriate collections agency and / or legal counsel when necessary.
• Assist with Courtesy Pay Overdraft (CPO) and non-CPO accounts, including outbound calls and mailing letters to negative account holders, closing accounts, etc.
• Assist with the Collateral Protection Insurance (CPI) program; uploading insurance docs to 3rd party CPI Company site and explaining CPI process to members.
• Posting payments to delinquent loans and / or deposits to negative accounts.
• Distribute mail to appropriate recipients within department.
• Typing of correspondence for Credit Management department with a strong focus on accuracy.
• Respond to employee questions / requests whether in person, by email or phone.
• Participate in department staff meetings and attends other meetings, seminars or training.
• Comply with the Bank Secrecy Act (BSA) and the Fair Debt Collection Practices Act (FDCPA).
• Completes special projects as assigned.

Competencies

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical presence in the office setting is required.

Physical Demands

This position requires manual dexterity, the ability to lift and / or move up to 25 pounds. This position requires bending, stooping or standing as necessary.

Position Type / Expected Hours of Work

Ability to work 40 hours; Monday – Friday. Periodic overtime may be required.

Travel

Periodic travel to other FCU locations may be required.

Qualifications

Required Education and Experience

Preferred Education and Experience

Additional Eligibility Qualifications

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.