University of Iowa Community Credit Union Account Resolution Specialist III in North Liberty, Iowa

Position Summary

UICCU, a progressive, growing organization is now hiring for an Account Resolution Specialist III. This analytical individual will be responsible for the determination and analysis of factors causing individual accounts to be delinquent and/or overdrawn, and the implementation of efforts to successfully resolve these factors through interaction with the account holders, and to minimize their potential for financial loss to the credit union. Efforts will include, but not be limited to extensive telephone, written and person to person communication with and collection of past due, overdrawn and legal reserve accounts. The ultimate objective of all collection activities will be to determine the cause and severity of an account’s delinquent and/or overdrawn status, and to establish an appropriate course of action in order to remedy the situation. Collection efforts can include skip tracing, site visits and direct involvement in repossession and foreclosure actions. Credit and financial counseling of past due and overdrawn accounts in accordance with established lending guidelines, and state and federal regulations. Responsible to review all repossession or foreclosure requests to ensure all efforts have been exhausted prior to initiation and referral for action. Escalation of accounts as requested. If you are a big picture person, who is not afraid to make decisions and take responsibility for them we want to talk to you.

Pay range for this position is $19.95-$29.92 with a progressive benefits package.

Essential Duties and Responsibilities

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

  • Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, communication, giving credit, integrity, caring, and respect in carrying out the UICCU's mission and vision.

  • Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.

  • Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.

  • Ensures confidentiality of member information.

  • Contacts and confers with members by any means necessary in order to determine the reason for delinquency and/or overdrawn status, and to arrange an appropriate course of action in order to remedy the situation.

  • Makes recommendations for, and implements appropriate action for those accounts that cannot be contacted, or for which satisfactory arrangements cannot be made.

  • Initiates workflow for review of modification, TDR, workout, deferment requests.

  • Maintains and updates member records. Records all communications and all collection activity.

  • Follows-up on past due loans and credit cards and overdrawn accounts; makes reasonable and practical arrangements for interest, partial, or full payments.

  • Performs skip-tracing duties, as required and directed.

  • Takes check net payments over the phone and saves them to the checksnet folder. Takes debit and or credit card authorizations over the phone, prints and processes the transaction and posts to members’ accounts.

  • Assists with departmental and/or branch training or job shadowing.

  • Analyzes repossession/foreclosure request to ensure efforts have been exhausted and timelines have been met. Confirmation that cure has expired.

  • Approves and refers to Asset Management or declines and refers back to account resolution with coaching on next steps.

  • Makes collection contacts to delinquent accounts and performs any tasks or duties in order to aid in collection of past due or overdrawn accounts.

  • Escalates accounts for team when requested. Resource for questions and training of new hires.

  • Refers members to financial counseling resources when necessary.

  • Cross-sells Credit Union products and services when appropriate.

  • Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events, on an annual basis.

  • Performs any other duties as assigned.

Job Requirements/Expectations

  • Three to five years of collection experience required with reasonable knowledge of collection practices, consumer credit, real estate and bankruptcy laws and regulations, or equivalent credit, deposit, and/or financial counseling experience.

  • Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. At times length of working day can be unpredictable, must be willing and able to work early and/or stay late with short notice. Must be willing to work Saturday rotation.

  • Ability and desire to interact with co-workers to develop positive and effective working relationships in all areas of Credit Union services.

  • Interpersonal and persuasive skills necessary to gather data from a number of sources and to represent the Credit Union in a positive way during periods of stressful member contact.

  • Ability to work independently prioritize assignments and organize work efficiently, to handle large volumes of details.

  • Ability to make decisions in an authorized area of responsibility without approval from direct supervisor.

  • Accuracy, attention to detail, and strategic thinking required.

  • Negotiation experience.

  • Ability to operate related computer applications and office equipment.

  • Must be bondable.

Reporting Relationship

Reports to Vice President/Account Resolutions Supervisor.

Supervisory Responsibilities

This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement

The UICCU is an EEO/AA Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans, and individuals with disabilities to apply for openings with the credit union.

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Employment ClassificationRegular Full-Time