Firstmark Credit Union · 16 hours ago
Sr. Loan Resolution Spec
San Antonio, Texas, United States
Full-time
Onsite
Mid, Senior Level
3+ years expFirstmark Credit Union is dedicated to building a better tomorrow for its members and employees. The Sr. Loan Resolution Specialist plays a crucial role in managing the collection of past due accounts while maintaining member relationships and supporting the team in recovery efforts.
BankingFinancial ServicesLending
Responsibilities
Manages calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed
Handle inbound and outbound calls in a timely and efficient manner while following established procedures
Solve problems quickly and create resolutions that bring in revenue on a regular basis
Negotiate, collect, and resolve accounts using a consultative approach to encourage member retention
Maintain accurate and up-to-date member contact information in the collections systems
Secure and update basic insurance requirements regarding secured loans
Support a member service driven culture while meeting or exceeding individual collection goals
Prepare and processes advanced payment arrangement and assistance options
Knowledgeable in repossession and legal processes; to make sound judgment on referrals to Loan Resolution Director when applicable
Handle all collection queues including 60+ day delinquent accounts, pre- charge off, and deficiency balance
Regularly review and contact members with negative share accounts via phone, mail correspondence and email to resolve issues and prevent charge off
Perform skip tracing on delinquent accounts when applicable
Process advanced collections letters which include Cross Collateralization, Final Demand notice, and Legal Demand notice
Process Request for Assistance (RFA) applications in a timely manner
Provides various administrative support to include filing of backend product refunds, reviewing vehicle impound notices and determine next course of action per procedural steps
Manage deceased accounts with care and concern, while minimizing losses to the credit union
Performs other duties as required
Qualification
Required
Must have a High School Diploma or equivalency
Must have at least one (1) year of experience in a related call center or collections field
Must have at least (3) plus years combination of early-stage and late-stage collections experience with advanced working knowledge of telephone collecting strategies and/or understanding the processing of delinquent accounts
Strong understanding of the collections account life cycle
This position demands a good degree of literacy, credibility and excellent telephone and customer service skills
Fair Debt Collections Practices Act (FDCPA) certified
Completion of the Skip-Tracer National Certification Program
Strong understanding of the Unfair, Deception, or Abusive Practices Act (UDAAP) and all consumer lending/collection laws
Meets or exceeds expectations on collections and/or services performance scorecard monthly, with a Quality Assurance average rating of 90% or higher
Strong ability to make decisions which impact on the department's credibility, operations, and/or services
Strong organizational skills and ability to prioritize payment requests and/or assignments
Strong mathematical skills to include accurately calculate payment adjustments and/or check account results for accuracy
Excellent conflict management skills to tactfully question and actively listen to members to determine problems and bring about account resolution and to diffuse volatile situations quickly and effectively
Excellent analytical abilities, negotiating skills, and proven track record of working well in a fast paced and changing environment
Strong understanding of loan documentation, loan payments, and skip payment requests
Excellent interpersonal, customer service, and communication skills (both written and oral)
Strong computer and keyboard skills which includes MS Word and Excel, ten-key number pad or calculator
Demonstrated sound judgment in decisions regarding loan adjustment approvals, fee reversals within set authority levels, and delinquency problem resolutions
Ability to comprehend and apply financial products and services learned through initial and/or future on-the-job training sessions
Advanced understanding of collateral protection, GAP, or other lender-placed insurance coverage
Work under sometimes stressful conditions while maintaining professionalism and enthusiasm
All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry
Benefits
Comprehensive medical, dental, and vision coverage
A dollar for dollar 401(k) match
Up to four weeks of paid time off to rest and recharge
Education assistance
Employee Assistance Program
Paid and unpaid volunteer opportunities
Company
Firstmark Credit Union
Firstmark Credit Union offers financial services like banking, lending, insurance, and investments.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Cynthia Crouch
Chief Experience Officer
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