Account Resolution Specialist

OnPath Federal Credit Union
remote work
United States, Louisiana, New Orleans
Jan 25, 2025
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. We are looking for an Account Resolution Specialist to join our Collections team! The Account Resolution Specialist will work at our corporate office in Metairie and may spend some time at our administrative office in Laplace, La. This position is classified as Hybrid, which means that this person will work in the office 2 or more days a week but may work from home if needed by the organization. Our Account Resolution Specialist positions have the initial salary of $23.00 to $26.00/hour, with consideration for skills and experience. Account Resolution Specialists have the opportunity to grow within the organization to the position that becomes their passion. 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 Specialist 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. Major Responsibilities and Duties: Advises leadership of cases requiring special attention. 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. 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 leadership. 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 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. Initiates and follows up on claim filings, including but not limited to damage claims and GAP claims on total losses as well as refunds on service/warranty/CAP contracts, in a timely manner to maximize recovery. Closely monitors deceased accounts and files estate claims timely and accurately to ensure the highest level of recovery. Maintains knowledge of status of all accounts in queue(s). Analyzes data and trends to keep leadership apprised of concerns. Ensures timely repossession, transportation, claim processing and liquidation of repossessed collateral based on authorized timeframes and in accordance with established standards. Completes posting of fees and recoveries to all bankrupt, legal, and charged off accounts. Receives and reviews all bankruptcy documents to determine required action. Prepares and completes the timely filing of Proofs of Claim Reaffirmation Agreements, Motions for Relief and any necessary plan objections to ensure appropriate collection activity is taken and recovery is maximized. Completes account maintenance. Monitors, communicates, and manages all attorney activity. Prepares files for litigation. Prepares the documents and refers to leadership, as necessary. This will include all attorney accounts, charge off loans and repossession of collateral. Maintains a list of acceptable agencies and assigns each account accordingly. Maintain current information as required on agencies such as bonding, licensing, insurance, etc. Coordinates with and directs Recovery Agents, contracted with the credit union, to legally repossess collateral used to secure loans and ensure timely updates are received. Reviews accounts on hold for bankruptcy to ensure appropriate and timely action, if secured by personal property. Reviews completed repossession documents, sends Notice of Sale letter and all correspondence to sale facility. Maintains a list of repossessed vehicles in collection platform updating repossession status timely. Utilizes various internet skip tracing tools to locate members when contact cannot be made and/or their location is unknown. Verifies and validates proper credit reporting codes are applied in conjunction with bankruptcy, legal, repossession, and charge off statuses. Maintains a strong and current understanding of laws, regulations, credit union policies and procedures regarding collection activities. Works as a team within the department to meet the overall credit union goals for delinquency and charge off ratios. Knowledge and Skills Experience: Two to Five years of similar or related experience, including time spent in preparatory positions. Education/Certifications/Licenses: A high school degree or GED is required. Interpersonal Skills: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers. Other Skills: Knowledge of, or the ability to learn, federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility is necessary. Proficiency with database software and the MS Office suite is also required. ADA Requirements Physical Requirements: 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. Working Conditions: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. 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. Mental and/or Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.