Help Members Find Solutions. Strengthen Our Loan Portfolio. Make an Impact.
Are you a confident communicator who enjoys solving problems, navigating complex situations, and helping people find a path forward?
We’re looking for a Member Resolutions Specialist to join our team and play a key role in helping members resolve delinquent and charged-off loan accounts while protecting the financial strength of the Credit Union.
This is more than a traditional collections role. You’ll work directly with members to understand their circumstances, develop practical repayment solutions, coordinate recovery efforts, protect collateral, and help turn challenging financial situations into opportunities for resolution.
You’ll collaborate closely with the Chief Lending Officer, lending, servicing, and operations teams, as well as attorneys, recovery vendors, insurance providers, and other partners. The ideal candidate brings strong judgment, professionalism, empathy, attention to detail, and the ability to balance excellent member service with sound financial stewardship.
What You’ll Do Member Account Resolution
- Proactively communicate with members regarding delinquent loan and deposit accounts.
- Manage accounts through various stages of delinquency and post-charge-off recovery.
- Negotiate payment arrangements and establish realistic commitments to resolve outstanding obligations.
- Monitor repayment plans, follow up on broken commitments, and determine appropriate next steps.
- Maintain thorough and accurate account notes, correspondence, and documentation.
- Identify opportunities to resolve accounts while minimizing losses and supporting member retention.
Find Solutions & Reduce Losses
- Review member financial circumstances and identify appropriate repayment options.
- Establish and monitor payment plans, modifications, extensions, deferments, settlements, and other approved workout solutions.
- Assist members with post-charge-off repayment and recovery plans.
- Educate members about available options and help them understand the steps required to resolve their accounts.
- Partner with the Chief Lending Officer on loss mitigation and member retention strategies.
- Approach difficult conversations with professionalism, respect, and empathy.
Charge-Off & Recovery
- Review delinquent accounts and prepare monthly charge-off recommendations and supporting documentation.
- Manage charged-off accounts and recovery activities.
- Process and apply payments received on recovery accounts.
- Coordinate with attorneys, agencies, skip-trace providers, and other recovery partners.
- Reconcile funds received from third-party vendors and monitor recovery performance.
- Assist with bankruptcies, deceased member accounts, judgments, and other legal recovery matters.
Collateral & Repossession Coordination
- Coordinate authorized repossessions and collateral recovery activities.
- Work with repossession companies, auction facilities, attorneys, insurance providers, and recovery vendors.
- Initiate and monitor skip-trace requests.
- Track collateral disposition, sale proceeds, recoveries, and deficiency balances.
- Maintain accurate documentation related to collateral valuation, liquidation, and recovery.
Credit Reporting & Dispute Resolution
- Maintain accurate credit reporting for delinquent, charged-off, and recovered accounts.
- Research and respond to credit bureau disputes through E-Oscar and other approved channels.
- Investigate disputed information and coordinate corrections when necessary.
- Maintain documentation supporting dispute investigations and resolutions.
- Monitor reporting accuracy and required regulatory timelines.
Collateral Protection Insurance
- Administer the Credit Union’s Collateral Protection Insurance (CPI) program.
- Monitor insurance coverage on secured collateral.
- Coordinate with CPI vendors and insurance providers.
- Process insurance updates, claims, refunds, and related account maintenance.
- Submit and monitor damage claims through resolution.
- Maintain accurate CPI and collateral insurance records.
Reporting, Documentation & Compliance
- Process and apply payments to delinquent and charged-off accounts.
- Maintain accurate account records, system notes, and supporting documentation.
- Prepare delinquency, charge-off, recovery, repossession, and watchlist reports.
- Provide reporting and portfolio information to management, committees, and the Board as needed.
- Maintain audit-ready records and support audits, examinations, and regulatory reviews.
- Follow applicable federal and state regulations, Credit Union policies, credit reporting requirements, bankruptcy requirements, BSA/AML standards, privacy requirements, and Fair Debt Collection requirements.
- Protect confidential member information and complete required compliance training.
Be a Resource for Members & Staff
- Respond to member questions regarding balances, repayment options, payoff information, and account resolution.
- Serve as a resource to staff regarding account status, resolution strategies, and recovery procedures.
- Partner with lending, servicing, and operations teams to resolve complex member situations.
- Support appropriate member retention strategies through practical repayment alternatives.
- Communicate clearly, professionally, and promptly.
What Makes You a Great Fit
We’re looking for someone who is:
- Solution-oriented — You look for ways to resolve problems rather than simply identify them.
- A strong communicator — You’re comfortable having difficult conversations while remaining respectful and professional.
- Empathetic and member-focused — You understand that financial challenges are personal and approach each situation with discretion and compassion.
- Detail-oriented — You can manage documentation, deadlines, regulations, account activity, and multiple priorities without losing track of the details.
- Comfortable with negotiation — You can confidently discuss payment options and reach reasonable agreements.
- Financially savvy — You understand how delinquency, recovery, collateral, and loss mitigation affect a financial institution.
- Accountable — You take ownership of your accounts, follow through on commitments, and know when to escalate an issue.
- Compliance-minded — You understand the importance of accurate documentation, confidentiality, and following established procedures.
- Collaborative — You work effectively with members, coworkers, leadership, attorneys, vendors, and other partners.
Qualifications
Required
This position does require rotating Saturday hours from 9:00 am - 12:00 pm
- Associates Degree in Business and/or
- At least 4 years or more experience in lending, loan servicing, account resolution, financial services, or a related field.
- Strong written and verbal communication skills.
- Strong organizational and time-management abilities.
- Ability to handle confidential and sensitive financial information.
- Ability to work independently while exercising sound judgment.
- Proficiency with computers and standard office applications.
Preferred:
- Credit Union or banking experience.
- Experience with delinquent or charged-off consumer and real estate loans.
- Experience with payment arrangements, loan modifications, loss mitigation, or recovery.
- Knowledge of credit reporting and E-Oscar dispute processes.
- Experience coordinating repossessions, skip tracing, or third-party recovery vendors.
- Familiarity with CPI administration.
- Knowledge of applicable consumer lending, credit reporting, bankruptcy, and debt collection regulations.
What You’ll Bring to the Team
This position is ideal for someone who can balance compassion with accountability. You’ll have the opportunity to make a meaningful difference for members while helping protect the Credit Union’s assets and strengthen overall portfolio performance.
If you’re someone who enjoys problem-solving, building relationships, negotiating solutions, and making a measurable impact, we’d love to hear from you.
Additional Responsibilities
- Meet established account resolution, recovery, and member service expectations.
- Participate in department meetings, training, and professional development.
- Identify opportunities to improve processes, efficiency, compliance, and portfolio performance.
- Assist with new programs, systems, and recovery initiatives.
- Mail or electronically deliver account-related correspondence and documentation.
- Cross-promote Credit Union products and services when appropriate.
- Assist with legal, repossession, and recovery documentation.
- Provide rotating Saturday phone support.
- Perform other duties as assigned to support Credit Union operations and member service.
Join us in creating solutions, protecting member relationships, and strengthening the financial future of our Credit Union. Apply today!
Pay: $22.70 - $32.35 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Work Location: In person
