Account Resolution Assistant

Eastman Credit Union is seeking an Account Resolution Assistant. The Account Resolution Assistant is responsible for the control of delinquent loan accounts in order to protect the assets of the Credit Union and minimize losses by performing the following duties:

Essential Duties and Responsibilities

• Collection of all consumer, commercial, credit card, and real estate loans in compliance with state and federal laws and regulations

• Monitor and removal of consumer and Visa lines of credit

• Monitoring and removal of Overdraft Protection Plus for those members who have delinquent credit obligations or at risk to cause loss

• Review and process skip payments for loans requiring Account Resolution overrides

• Assist Account Resolution Manager in reviewing, preparing and completing monthly management reports

• Review and work various daily, weekly and monthly reports related to delinquencies

• Gather, track and record data involving active loans that potentially exceed 30 days in delinquency. Report monthly productivity for team to Asset Recovery Management

• Communicate with member(s) and evaluate personal circumstances, historical account data and credit information; design a realistic repayment agreement to resolve delinquency and prevent loss to ECU

• Defuse potentially adversarial communications with professional courtesy while maintaining excellent member service

• Work with members who qualify for SCRA (Soldier’s Civil Relief Act) benefits. Monitor accounts to ensure ECU maintains compliant with regulatory requirements

• Maintain versatile knowledge of ECU products, services and processes including Member Business Lending, Card Services, Operations, Consumer and Mortgage Lending

• Serve as a resource for ECU personnel on issues related to losses, delinquencies, repossessions, seizures, collection accounts, judgments, charge offs, corrections, late fees, skips, bankruptcy matters, foreclosures, limit removals and ODPP removal

• Work with Asset Recovery Management in developing and maintaining procedures

• Maintain and utilize working knowledge of various bankruptcy laws and provisions; Contact legal counsel representing members to minimize the Credit Union’s losses and expenses, and to promptly secure surrendered chattel; Collaborate with the Credit Union’s Bankruptcy Coordinator to effectively protect the Credit Union’s interests and minimize losses

• Recommending, preparing / authorizing vehicles to be sent for repossession. Submitting repossession orders via web based application. Monitoring loan(s) until default or delinquency is resolved, member redeems vehicle(s) or vehicle is sold at auction. Ensure all statutory and regulatory requirements regarding the repossession have been met

• Responsible for maintaining spreadsheets and databases housing historical data related to repossessions, charge offs, seizures and delinquencies

• Assist Asset Recovery Management in reviewing the delinquency report, recommending accounts for charge off and preparing monthly charge off list

• Perform transactions and file maintenance of charge offs

• Recognize when Financial Counseling, mitigation or extensions are appropriate for the member and solicit the member for the respective service

• Recommend legal action, repossession and foreclosure with appropriate justification after all other available avenues to collect have been exhausted or where circumstances dictate it prudent to do so

• Audit loan payment histories in response to member disputes and make due date corrections and late fee refunds or credit bureau corrections as needed

• Act as a representative on behalf of the Credit Union on an ongoing basis with legal firms, credit bureau agencies, government agencies, repossession agencies, auction companies, and software companies

• Facilitate loan payments for delinquent loans and all payments to charged off loans

• Assist Loss Management staff with preparing documentation for accounts referred for legal action or third party collection agency

• Prepare for testimony and assist legal counsel in federal and/or state court litigation and seizure hearings

• Prepare and represent the Credit Union at seizure hearings involving seized chattel with liens

• Document and update in detail all pertinent information related to collection activity performed in the Temenos Elements collection software

• Effectively utilize all available resources (the Internet, credit bureau report, loan application, etc.) to locate and confirm residence and employment of members

• Processing and posting TEL payments for loans

• Resolve issues compromising the Credit Union’s security as the result of potential storage, towing, garage, and/or mechanical liens; Ensure vendor charges do not exceed amounts allowable by statutes, protecting members and the Credit Union’s interests

• Reverse ACH, DI WEB and TEL payments returned due to NSF, closed accounts, etc.

• Provide recommendations to members for budget counseling, consolidations, loan extensions, payment methods and other items relating to member’s financial needs