Account Resolution Representative

BankFund Credit Union is a full-service financial cooperative established in 1947, providing services to employees of the World Bank Group and International Monetary Fund. The Account Resolution Representative role focuses on managing delinquent accounts, fostering member relationships, and ensuring compliance with debt collection regulations.

Responsibilities

• Collect on early-stage delinquent loans to include Share accounts, Consumer loans (secured & unsecured), Credit Card loans, Real Estate loans
• Negotiate payment plans on outstanding delinquent loans, credit cards, or share accounts
• Educate members, borrowers, co-borrowers, or guarantors by providing information and support to resolve delinquent accounts through repayment, Right of Offset, payment arrangements, or other options provided in account agreements
• Maintain complete and accurate records concerning BankFund delinquent account servicing, negative shares, and collection activity within the collection management system to include contact/correspondence details, transaction details, payment arrangements, and all BankFund notices or communications
• Process recovery payments from members, external consumer credit counseling services, and collection agencies
• Escalate accounts identified as uncollectible to Account Resolution Manager
• Comply with all applicable laws and regulations relating to debt collection to include Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and Fair Credit Reporting Act (FCRA); adhere to organizational policies and procedures and departmental processes
• Ensure secure and appropriate handling of communications that are sensitive or confidential or contain non-public personal information or Credit Union data
• Seek and make recommendations for process enhancements and efficiencies
• Contribute to a positive and engaging working environment
• Perform all other related functions and projects as assigned by Management

Skills

• High school degree or equivalent
• Must demonstrate commitment to the Credit Union Service IMPACT philosophy
• Must possess strong interpersonal skills and connect with our members in a compassionate, professional, and calm manner
• Must demonstrate excellent written and verbal communication abilities and deliver work products that demonstrate attention to detail
• Must demonstrate effective time management habits
• Must be able to perform job functions independently and work effectively either on own or as part of a team
• Must be able to speak clearly and deliver information in a logical and understandable sequence
• Must demonstrate ability perform basic mathematical calculations with accuracy
• Must be able to perform responsibilities with composure under the stress of deadlines or when challenged
• Must demonstrate ability to effectively handle multiple, simultaneous, and changing priorities
• Must be capable of exercising highest level of discretion on both internal and external confidential matters
• Prior collection experience preferred
• Prior banking experience preferred
• Knowledge of BankFund products and services preferred
• Recipient of service excellence awards preferred

Benefits

• Medical, dental, and vision insurance
• 401(k) plan
• Life insurance coverage
• Disability benefits
• Tuition assistance program
• Paid time off
• Paid parental leave benefits
• Annual incentive plan

Company Overview