Resolution Specialist - Main Office bei Texas Bay Credit Union

Location

12611 Fuqua Street
Houston, TX 77034

Primary Job Function

In order to help Texas Bay Credit Union (TBCU) stand out as a leading financial institution the Resolution Specialist is responsible for collecting and attempting to bring current, all delinquent credit cards, accounts and loans. Maintain a good member relationship with borrowers and effectively solve problems in an effort to resolve account delinquency and prevent losses. 

Essential Duties and Responsibilities 

• Keep abreast of changes concerning the Asset Recovery Department and ensure compliance with policies, laws and regulations affecting the credit union, paying special attention to compliance related issues.  
• Perform timely and diligent collection of all loans, accounts and credit cards until fully resolved. This may include, but is not limited to, drafting correspondence, appropriately contacting members by telephone, text or email, and meeting with members at the credit union. Includes Real Estate Loans.
• Make outbound and receive inbound calls via auto dialer or manual. Successfully complete the required amount of collection calls and work accounts per day. 
• Provide information, explain credit union policies and procedures, and/ or facilitate a resolution.
• Negotiate account resolution with members by form of payment in full and/ or payment arrangements.  
• Accurately input and document actions within the collection system while maintaining company performance and productivity standards.
• Work all accounts per the standards set forth by the AVP of Asset Recovery and in accordance with all laws and regulations.
• Review credit card reports, and notify members by phone and in writing, if applicable, regarding delinquency, according to established procedures. Status credit cards as delinquent and transfer balances to credit union when it has been determined that alternative collection methods are required. 
• Review delinquent loans for fraud, loan decision, delinquent taxes or insurance, etc. and bring to the attention of the AVP of Asset Recovery or VP. Suggest extension agreements and loan modifications for members when deemed necessary. Submit request to VP and the AVP of Asset Recovery to be reviewed and approved in accordance with credit union policy. 
• Make recommendations to the AVP of Asset Recovery concerning uncollectable accounts, field call and repossession request. 
• Perform proper skip tracing in accordance with policies and procedures set forth by the AVP of Asset Recovery and appropriate laws and regulations.        
• Stay abreast of current credit union products, policies, procedures, and promotions. Cross-sell all credit union products and services that benefit a member.        

Other Duties and Responsibilities

• Play an active part in helping credit union teams function smoothly and efficiently. 
• Stay alert to potential problems and propose changes to policies and programs. 
• Back-up other coworkers as needed. 
• Perform other duties as assigned or needed.
• As an employee of a “Essential Business” (as defined by Texas’s Executive Order GA 14), employees are expected to continue to report to work as scheduled during state issued emergency declarations.
• Comply with all Federal, State, and Local regulations. 

Required Knowledge 

• A high school education or GED
• One year to three years of similar or related experience 
• Completion of required training courses
• Proficient in MS Office and computer skills

Required Abilities

• Attention to detail and strong organizational skills
• Analytical, problem resolution, and decision-making skills
• Strong verbal and non-verbal communication skills
• Must be self-motivated and a quick learner
• Must be able to multi task and work well in a fast-paced environment
• Excellent member service skills
• Demonstrate all Texas Bay Core Values
• Demonstrate the ability to maintain confidentiality and exercise discretion
• Must be able to work in a deadline driven environment and analyze complex transaction

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The employee is regularly required to walk, sit, reach with hands and arms, kneel, talk, hear, and climb stairs. The employee must occasionally lift and/or move 10-15 pounds. This position requires viewing of computer monitor for extended lengths of time and travel to and from all credit union offices. 

Disclaimer

The above information on the description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.