Loan Resolution Counselor: Delinquency & Recovery

Texas Dow Employees Credit Union; Post Oak (MO); On-site; USD 42,000 - 52,000; Full time

Job summary

Texas Dow Employees Credit Union is seeking a Loan Resolution Counselor I to engage with members regarding loan delinquencies, educate on payment plans, and manage inquiries. The role requires strong communication, reliable time management, and proficiency in MS Office.

You will work with a team to support loan resolutions and protect member relationships. Responsibilities include caller engagement, payment processing, and escalation of complex cases, with adherence to department metrics and

Qualifications

• Strong interpersonal communication and time management abilities.
• Assumes responsibility for achieving results.
• Serves as a resource to members, prospective members, and employees.
• Demonstrates effective time management and proficiency with MS Office (Word/Excel).

Responsibilities

• Uses diverse forms of communication to contact members (phone, email, dialing, door-knocker).
• Determine member willingness and ability to pay; set up repayment schedules when applicable.
• Takes payments by phone or via account transfers.
• Escalates complex inquiries to Loan Resolutions managers.
• Traces delinquent members via credit bureaus or skip tracing vendors.
• Field incoming calls to assist with accounts and statuses.
• Place holds on debit/credit cards when delinquency thresholds reached.
• Flag accounts with alerts in the Core System within allowed time frames.
• Maintain monthly goals and department metrics.

Skills

Interpersonal communication

Strategic thinking

Creative thinking

Time management

Microsoft Office (Word/Excel)

Education

High school diploma or equivalent

Job description

Texas Dow Employees Credit Union is seeking a Loan Resolution Counselor I to engage with members regarding loan delinquencies, educate on payment plans, and manage inquiries. The role requires strong communication, reliable time management, and proficiency in MS Office.

You will work with a team to support loan resolutions and protect member relationships. Responsibilities include caller engagement, payment processing, and escalation of complex cases, with adherence to department metrics and