Account Resolution Manager

OnPath Credit Union; Metairie (LA); On-site; USD 59,000 - 74,000; Full time

Benefits offered by this job

Medical

Dental

Life Insurance

401(K) Plan

Paid Vacation

Wellness

Sick Time

Job summary

OnPath Credit Union in Metairie, LA is seeking an Account Resolution Manager to strengthen member relationships, offer personalized solutions, and help members achieve financial success. This on-site role rewards service excellence and sales-driven results within a collaborative team.

You will lead the collection workflow for delinquent loans, guide staff, ensure compliance with state and federal rules, and report on loan repayment progress.

Qualifications

• Two to five years of related experience.
• Two-year college degree or equivalent.
• Ability to build relationships with members and provide personalized financial solutions.

Responsibilities

• Manage delinquent, potentially delinquent, and charged-off loan accounts.
• Lead staff and ensure policy, regulatory, and ethical compliance.
• Prepare monthly reports and monitor loan repayment progress.
• Collaborate with VP of Collections and other departments to optimize collections workflow.

Skills

Relationship building

Sales driven

Customer service

Education

Two-year college degree

Specialized business/trade course

Job description

At OnPath Credit Union, we share a passion for delivering exceptional service. Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success. If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you.

Voted twelve years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

• Competitive Compensation
• Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
• Paid Vacation, Wellness, Sick Time, and more!

We are looking for an Account Resolution Manager to join our team! The salary range for this position is $58,920.89 to $73,651.12 based on skills and experience. This position is classified as On-site.

Scope

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our member’s and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

Primary Functions

This position is responsible for but not limited to, the operations of negative share collections, delinquent loan, and workout loans. This position must ensure continued growth and forward development through technological advances and incorporating industry best practices. The ARM will be responsible for achieving quantitative, quality and effectiveness goals for the department while maintaining integrity and ethics. Responsible for the control of those loan accounts that are late, potentially delinquent, delinquent, or charged to the reserve; when assigned, assists in the adjustment of difficult and complex member account situations. In addition, the position assists the VP of Collections regarding the team and collection software, ensuring compliance with State and Federal regulations and credit union policies and procedures.

• Conducts daily business interactions and maintains constant alignment with OnPath’s mission, culture, and core values. Encourages others to act with mission, culture, and core values in mind always. Demonstrates initiative and sound judgment in the absence of specific direction from leadership. Ensures value through decision making that supports credit union goals and interests. Passionately displays a desire to build rapport and expand relationships with all members both internally and externally. Stays informed on OnPath’s products and services to provide the right recommendations to the right members at the right time. Promotes and maintains a positive image of the credit union to peers, members, and communities we serve.
• Major Duties and Responsibilities
• Ensures staff are well-trained, effective, and optimally utilized. Provides leadership through clear objective setting, effective delegation, and open communication. Conducts meetings as needed to inform staff of policy, procedural, and legal updates. Discusses areas for improvement and identifies training needs. Develops and implements training programs, conducts training sessions, and facilitates cross-training where appropriate. Manages leave and time sheets, carries out performance appraisals as required, and formulates and implements corrective actions when necessary.
• Applies logic to analyze information. Notices when data appears wrong or incomplete or needs verification.
• Assigns, coordinates and reviews the work performance of all Collection staff (Associates, Advocates, and Supervisors).
• Continuing evolution of policy and procedures while aligning them with laws and regulations.
• Documents all actions taken, including telephone conversations, payment arrangements and correspondence, in collection package, to ensure all information is accurate and the integrity of the database is maintained.
• Ensure activities conducted by the Collection team achieve the assigned goals and objectives.
• Ensure default leadership and loss mitigation guidelines, as provided by FNMA, FHLMC, CFPB, federal and state regulations and credit union policies and procedures are properly followed.
• Establishes and maintains collection procedures on loan accounts that are delinquent, potential delinquent, and being submitted for charge off.
• Overcomes objections and demonstrates creative thinking to come up with WIN-WIN solutions.
• Prepares monthly reports and periodic evaluation of loan repayment control procedures.
• Responsible for the accurate maintenance of all such records as may be required to support activities.
• Responsible for the accurate maintenance of records supporting Collections activities.
• Assists team with complicated situations, escalated calls, or service issues; works to resolve complex member issues while maintaining professionalism.
• Promotes department synergy. Leads by example. Builds and maintains relationships with OnPath employees. Supports leadership decisions and goals in a positive and professional manner.

Knowledge and Skills

Experience

Two to Five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Strong decision-making skills, and high emotional intelligence is required. Proficiency in conflict resolution and effective delegation is essential. Exceptional time management and communication skills are vital, along with a commitment to fostering creativity, mentoring team members, and driving continuous improvement. Adaptability, customer focus, financial acumen, are also necessary for success in this role.

ADA Requirements

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OnPath FCU is an Equal Opportunity Employer/Disability/Veteran