Counselor - Loan Resolutions 1

Texas Dow Employees Credit Union; Houston (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Texas Dow Employees Credit Union in Houston seeks a Loan Resolution Counselor 1 to assist members with delinquencies, set up repayment schedules, and educate on options. You will handle payments by phone or transfers, and escalate complex cases to management as needed.

Fielding inquiries from multiple departments, you will trace updates, place holds on cards when needed, and monitor Core System alerts to meet monthly goals while delivering strong service.

Qualifications

• Education: High school diploma or an equivalent mix of education and experience is required.
• Experience: Previous sales or collection experience is preferred.

Responsibilities

• Contacts members via phone, email, dialer, and door knocker to discuss accounts.
• Assess willingness and ability to pay; set up repayment schedules when applicable.
• Take payments by phone or account transfers.
• Escalate complex inquiries to Loan Resolutions managers as needed.
• Trace delinquent members and update contact information through available records.
• Field calls from departments to answer account status questions.
• Place holds on debit/credit cards when delinquency thresholds are reached.
• Monitor Core System alerts and meet monthly department goals.

Skills

Interpersonal communication

Creative thinking

Time management

Microsoft Office

Excel

Word

Education

High school diploma

Tools

Microsoft Office

Word

Excel

Job description

Position Title: Loan Resolution Counselor 1

Reporting Manager Title: Loan Resolution Manager

Essential Duties And Responsibilities

• Uses diverse forms of communication to make contact with the member, such as phone, email, automated dialing system and door knocker.
• Determine the member’s willingness and ability to pay and where applicable, sets up an effective loan repayment schedule. Educates and counsels members regarding loan delinquencies and inquiries.
• Takes payment by phone or account transfers.
• Consults with Loan Resolutions managers regarding escalated phone calls, difficult or special cases, upset members, and all other complex inquiries.
• Traces delinquent members to new addresses by inquiring through credit bureaus, or through the researching of third party skip trace vendors
• Field incoming calls from various departments to assist and provide answers regarding the member's accounts and status.
• Place holds on debit and credit cards when accounts reach specified days delinquent.
• Flagging accounts with alerts on the Core System within a predetermined time frame.
• Maintains individual and department monthly goals and metrics set by management.

Minimum Qualifications

Education: High school diploma or an equivalent mix of education and experience is required.

Experience: Previous sales or collection experience is preferred.

Knowledge, Skills, And Abilities

• Strong interpersonal communication, strategic and creative thinking abilities
• Assumes responsibility for achieving results
• Serves as a resource to members, prospective members, and employees.
• Demonstrates effective time management.
• Strong working knowledge of relevant software including Microsoft Office, Word and Excel.

Physical Demands and Work Environment

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.

Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.