Resolution and Recovery Rep. - Loans - Rochester

Service Credit Union is committed to customer focus and providing support in financial services. The Resolution & Recovery Representative will assist members with delinquent accounts and work to find solutions to their financial difficulties while maintaining compliance with regulations. Responsibilities Maintain assigned queue according to the production goals established by the representative’s experience and tenure Log into the department’s hunt group to assist other departments as well as members regarding a multitude of issues/situations that may or may not be specific to a delinquent loan Develop strong skip tracing skills using a variety of resources to locate members Work cooperatively with members to assist them through times of financial difficulty Review and analyze member situations to determine if and what type of loan modification program might be appropriate and guide them through the process until complete Reply to correspondence within the timeline defined by the department’s service level agreement Review and analyze accounts to determine if escalated collection efforts (such as legal/repossession/charge-off/service revocation) are appropriate and make recommendations of same with supporting details Field requests for settlements and provide recommendation for approval/denial to management with supporting details Review and processing of consumer credit counseling contracts Processing of Credit Bureau Disputes in accordance with FDCPA/FCRA rules and regulations Assist members through repossession process and make evaluations and recommendations on redemption requirements Maintain clear, concise, and professional notes of collection efforts and member correspondence Review and action of paid-ahead loan portfolio Perform and attempt recovery of debts in compliance with FDCPA and other applicable laws Participate in on-call rotation Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect Perform other duties as required Skills Excellent interpersonal, presentation and organizational skills Detail oriented with basic understanding of math and money Ability to communicate clearly and effectively verbally and in writing Ability to work independently in a team environment Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required HS Diploma or equivalent Previous collection and/or call center experience preferred Company Overview Service Credit Union is a not-for-profit, member-owned financial cooperative firm. It was founded in 1957, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is