POSITION SUMMARY
The Member Resolution Representative works in a call center environment handling inbound and outbound calls. They are responsible for collecting on multiple (consumer) product lines. They will be required to skip trace as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Collect on multiple products simultaneously. • Control delinquency and loan loss on assigned portfolio. • Make outbound and take inbound calls based on department needs. • Perform basic skip trace techniques. • Transfer and post payments based on department guidelines. Make decision to utilize right of offset when necessary. Balance cash drawer on a regular (daily) basis. • Send appropriate correspondence when needed. • Maintain a professional demeanor while handling difficult situations • Consistently communicates in a positive and professional manner under all circumstances. Treats others with courtesy and respect. Demonstrates effective listening and negotiation skills. Consistently seeks positive and mutually beneficial solutions. • Apply the concepts/philosophy of The Member Advantage (AID INC) during member interactions, and utilize strong communication and negotiation skills, with the ability to communicate a sense of urgency to resolve delinquency. • Work independently with minimal supervision. • Demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act. • Have a general knowledge of the Credit Union policies and state/federal regulations regarding all products. • Maintain effective communication with all Credit Union employees (internal customers) to ensure coordination and exchange of information for accomplishing Credit Union goals. • For the purpose of attaining Credit Union goals, it is the responsibility of each employee to strive for the continuous improvement of processes and quality service to internal and external customers. • Understand and interpret FDCPA and applicable state laws including FCCPA to ensure full compliance among team and department.
OTHER JOB FUNCTIONS:
• Perform additional duties as assigned. • Abides by all policies, procedures, and protocols set forth in the departmental, GTE Financial employee, operational and administrative policy manuals.
Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. Job duties can change at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Required Skills
KNOWLEDGE SKILLS AND ABILITIES REQUIRED
• Ability to work independently, and as a team member, while using discretion in making decisions and sound judgment in solving problems. • Ability to present a professional image when dealing with members, co-workers, management, and outside contacts. • Proficient math skills. • Ability to change within working responsibilities, be it internal, market or regulatory driven. • Proficient PC skills, with the ability to learn new software. • Effective negotiation skills.
PHYSICAL REQUIREMENTS
Required Experience
EDUCATION/EXPERIENCE REQUIREMENTS
• High school diploma or equivalent. Some college preferred.
• Minimum 1-3 years’ experience in collections or combination of education and experience.
GTE Financial reserves the right to revise or change job duties and responsibilities as the need arises.
KNOWLEDGE SKILLS AND ABILITIES REQUIRED
• Ability to work independently, and as a team member, while using discretion in making decisions and sound judgment in solving problems. • Ability to present a professional image when dealing with members, co-workers, management, and outside contacts. • Proficient math skills. • Ability to change within working responsibilities, be it internal, market or regulatory driven. • Proficient PC skills, with the ability to learn new software. • Effective negotiation skills.
PHYSICAL REQUIREMENTS