Payment Resolution Specialist

Lighthouse Credit Union; Dover (NH); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Student Loan & Tuition Assistance

Employee Loan Discounts

Weekly Paychecks

401(k) with Employer Match & Profit Sh

PTO + Paid Holidays

HSA/FSA Options

EAP

Annual Bonus Program

Job summary

Lighthouse Credit Union in Dover, NH is seeking a Payment Resolution Specialist to manage and resolve payment discrepancies, communicate with members, and maintain accurate records. The role requires attention to detail, strong problem-solving skills, and the ability to work with colleagues across departments.

Hybrid work arrangements and comprehensive benefits support your work–life balance as you help members with delinquent loans, extensions, and refinancing while upholding credit union

Qualifications

• High school education or GED.
• 2-3 years of experience in a similar role or related business field utilizing these skills.
• Previous experience in collections or loan processing is desirable.

Responsibilities

• Contacts members and co-members with delinquent loans, at the early stages of delinquency, to arrange a suitable repayment schedule.
• Investigates and resolves payment discrepancies and disputes promptly.
• Records actions, conversations and recommendations in the collection history notes to ensure accurate and adequate information is maintained at all times.
• Consults with members requesting extensions and refinancing; prepares necessary documentation and presents to management with recommendations.
• Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

Skills

Customer service

Attention to detail

Communication

Teamwork

Microsoft Excel

Microsoft Word

Problem solving

Trust & diplomacy

Education

High school diploma or GED

2-3 years related experience

Collections or loan processing experience

Tools

Microsoft Office

Job description

OUR LEADERSHIP PHILOSOPHY

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES

Demonstrates Interpersonal Awareness & Skills

A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication, and contributebeneficially to team dynamics.

Embraces Change & Learning

This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.

Utilizes Critical & Creative Thinking

Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation.

Takes Personal Ownership

This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development.

POSITION SUMMARY

Under the direction of Payment Resolution Management, the Payment Resolution Specialist is responsible for managing and resolving payment discrepancies, ensuring accurate processing of transactions, and maintaining strong relationships with clients and internal team members. This role requires a detail-oriented individual with excellent problem-solving skills who can navigate complex payment issues efficiently.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Contacts members and co-members with delinquent loans, at the early stages of delinquency, to arrange a suitable repayment schedule.
• Investigates and resolves payment discrepancies and disputes promptly.
• Records actions, conversations and recommendations in the collection history notes to ensure accurate and adequate information is maintained at all times.
• Consults with members requesting extensions and refinancing; prepares necessary documentation and presents to management with recommendations.
• Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

JOB SPECIFICATIONS

• Strong computer skills including proficiency with Microsoft Office Excel and Word.
• Exceptional customer service skills to work with members via telephone, mail, and personal contact in a professional manner.
• Detail-oriented with strong organizational skills.
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Ability to work independently and as part of a team and individuals outside the company.

EDUCATION, TRAINING & EXPERIENCE

• A high school education or GED.
• 2-3 years of experience in a similar role or related business field utilizing these skills.
• Previous experience in collections or loan processing is desirable.

WORK ARRANGEMENT

The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department.

PHYSICAL REQUIREMENTS

• Must be able to walk, stand, sit, speak, read, write, see, hear, push, or pull (with or without accommodation).
• Frequently remains sitting in a stationary position for extended periods of time operating office/computer equipment.
• Occasionally lifts and/or moves up to 20 pounds.

Back Office Benefits That Work for You

We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

Financial Relief & Support

• Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load.
• Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team.
• Weekly Paychecks - Because waiting two weeks shouldn't be the norm.
• 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting.

Time Off That Respects Your Life

• Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one.
• Volunteer Time Off (VTO) - Give back to your community with paid time to serve.
• PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry.
• Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts.

Health & Wellness

• Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs.
• HSA/FSA Options - Save pre-tax dollars for everyday health expenses.
• Discounted Pet Insurance - Because furry family members deserve care too.
• Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7.

Culture & Connection

• Annual Bonus Program - Celebrate your wins, your teammates' successes, and the Credit Union's growth - together.
• Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more.
• Ongoing Training & Career Growth - We invest in your development from day one.
• Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER

TRAVEL REQUIREMENTS

Travel will be required for ongoing training, meetings, and/or other business needs.