Account Resolution Specialist

Credit Union West; Glendale (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

Credit Union West is seeking a detail-oriented collections professional in Glendale, AZ. The role focuses on recovering delinquent loans and negative shares while upholding regulatory requirements and member-focused service.

You will handle outreach via phone, email, and mail, documenting all efforts and collaborating with internal teams to optimize recoveries. The position emphasizes empathy, accuracy, and compliance with FDCPA, CFPB, and related laws.

Qualifications

• High school diploma or GED is required.
• 1-3 years of collections experience preferred, especially in a credit union or financial institution.

Responsibilities

• Collect delinquent consumer loans and negative shares while maintaining empathy and adherence to policies.
• Comply with FDCPA, CFPB, TCPA; research and document all collection efforts across systems.
• Assist in new loans past due; explain payment options and set up online bill pay where applicable.
• Oversee repossession vendors; ensure proper licensing and insurance coverage; coordinate actions as needed.
• Assist family members of deceased members with loan handling and liquidation options.

Skills

Communication

Critical thinking

Problem solving

Time management

Office tools

Compliance knowledge (BSA/FDCPA)

Education

High school diploma or GED

Tools

Microsoft Office

SharePoint

Teams

Zoom

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Financial Resolution Full Time Clerical Corporate Center, Glendale, AZ, US

2 days ago Requisition ID: 2506

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 14th year in a row (2014-2026)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction. Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:

• Earn incentives up to 20%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Credit Union West membership and discounts

Be part of our award-winning team!

POSITION SUMMARY

Supports the mission of the Credit Union by enhancing the quality of life for our members/team members by providing accurate and timely service that builds trust and loyalty, delivered in a professional member friendly manner. Responsible for the collection of all delinquent consumer loans and negative shares. Accountable for initiating, pursuing, and ensuring prompt recovery of all monies owed to the credit union by correspondence with the member.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Collection of Delinquent Loans and Negative Shares – Encourage prompt repayment of delinquent accounts by utilizing all methods of contact, i.e., phone, email, mail, and text messages. Reach productivity targets while demonstrating empathy with assertiveness. Ask appropriate fact-finding questions, research, and analyze members profile to determine if there is opportunity for assistance or recommend if more stringent collection actions should be taken. Document all collection efforts and pertinent information from member communications and any other resources utilized. Perform research and investigate with various computer systems to assist in locating collateral.
• Understanding of Collateral Protection Insurance and coverage requirements. Remain positive and resilient in difficult situations. Comply with internal policy and procedures and have knowledge of bankruptcy and lien laws as they apply to the collection process. Understand and follow debt collection regulations outlined by the FDCPA, CFPB and the TCPA. Initiate and follow-up skip claims filed with third party insurance. Prepare loans recommended for charge-off after all collection efforts have been exhausted.
• New Loan/Member Assistance – Assist members with new loans that become past due for miscellaneous reasons or need assistance in providing proof of adequate insurance. Explain payment method options and assist in setting up online bill pay to assure best first impression.
• Vendor Management – Oversee and assist in managing designated repossession companies to ensure insurance and bond coverage is adequate and current. Initiate repossession assignments and follow up with assigned agency for prompt and professional execution of the recovery for each unit. Ensure adequate research and due diligence in seeking and hiring a repossession company for out of state or non-local areas.
• Manage and Coordinate Secured and Unsecured Loans of Deceased - Promptly and empathetically assist joint or family members when member with open loans has passed away. Assist in reviewing provided documents to ensure proper handling is achieved. Assist family members to determine best solutions for the liquidation of the loan and that best resolution is achieved.
• Performs other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

EDUCATION: A high school diploma or G.E.D.

EXPERIENCE: 1-3 years of experience in collections, preferably in a Credit Union or financial institution.

SKILLS & COMPETENCIES

• Live the mission, vision, and core values of the credit union.
• Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
• Thorough knowledge and understanding of organization’s Employee Handbook and policies.
• Must demonstrate 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