Loan Resolution Counselor-Hybrid

The Loan Resolution Counselor notifies or locates customers with late stage (50+ days) delinquency loans or negative share accounts and attempts to secure payment or evaluate for repossession or charge-off. Evaluates and makes recommendations for settlements, foreclosure, repossession, deficiency balances and charge offs. Assists members and internal customers with review and approval of Courtesy Pay limits in accordance with Policy and Procedure. Answers general collection questions from members and staff regarding loan payments and past due notices.

Performs late stage delinquent collection activities of consumer loans, negative shares, and home equity loans.
• Monitor queue(s) daily to ensure that each account scheduled for contact is worked according to department procedures.
• Evaluates and makes recommendations for settlements, foreclosure, repossession, deficiency balances and charge offs. Assists members and internal customers with review and approval of Courtesy Pay limits in accordance with Policy and Procedure.
• Ensures appropriate notices are sent to members prior to cancellation of services and/or charge off.
• Prepares and submits paperless repossession files for voluntary vehicle surrenders and involuntary repossessions.
• Performs extensive skip work on delinquent loans in an effort to establish contact with members and resolve delinquency or verify collateral location. Reviews payment/transaction history for possible leads.
• Assigns field chases on delinquent loans and documents results on system.
• Contacts impound, storage facility, or repair shop for vehicle location, fees, files opposition of lien sales (if applicable), prepares and submit file for repossession (if applicable).
• Performs data reconciliation, balancing, and research, and statistical and monthly reports for Management and Accounting.
• Prepares forms, form letters, reports, and correspondence for collections purposes.
• Reviews requests for credit information and for corrections on credit files of members. Requests adjustments to credit ratings due to incorrect reporting.
• Assists in developing, implementing, and maintaining effective operational procedures to maximize efficiency and quality of work to provide consistent quality service to members.
• Promotes and maintains a positive image of the Credit Union to assigned personnel, members, and the community.
• Provides input to manager for enhancing department, employee development, quality of work and service to members.
• Monitors department to ensure it is meeting and demonstrating compliance with standards set by all regulatory agencies and department policies.
• Responsible for keeping current on developments, litigation, and other areas that affect the collection process.
• Assists in conducting staff meetings to communicate new developments and general information.
• Works with peers and leadership from different functions and has an impact across the department.
• Other duties may be assigned.

• Minimum Years of Experience: 5
• Preferred Years of Experience:
• Comments:
• Minimum of 2 years of experience in collections and repossession.
• Minimum 5 years of relevant experience.