Resolution Specialist I

Kellogg Community CU; Bronson Township (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Kellogg Community Credit Union is seeking a focused Resolutions Specialist I to assist members with delinquent loan accounts, identify solutions, and navigate financial challenges while maintaining positive relationships. The role prioritizes clear communication, empathy, and adherence to policy.

Join a team dedicated to helping members achieve financial wellness, with opportunities to learn and grow within Resolutions and cross-department collaboration.

Qualifications

• High school diploma or equivalent required; additional education in business, finance, or related field preferred.
• Customer service, call center, or financial services experience is preferred.
• Strong verbal and written communication skills; ability to handle sensitive conversations with professionalism and respect.
• Ability to learn and apply policies, procedures and regulations; good problem solving and sound judgment.

Responsibilities

• Contact members through phone, email, mail, and other approved channels regarding past-due loan accounts.
• Assist members in resolving delinquent accounts with payment arrangements and available solutions.
• Review account information and member circumstances to determine next steps and options.
• Support members in financial hardship by discussing resources and repayment alternatives.
• Maintain accurate documentation of member interactions, updates, and collection activities.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

Problem solving

Multitasking

Microsoft Office

Empathy and professionalism

Bilingual

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Description

Join Our Team!

Kellogg Community Credit Union is seeking a motivated and member-focused professional to join our Resolutions team as a Resolutions Specialist I. In this role, you will assist members with delinquent loan accounts by helping them identify solutions and navigate financial challenges while maintaining positive relationships with the credit union. The ideal candidate will have strong communication skills, a positive attitude, attention to detail, and a desire to help members achieve successful financial outcomes.

What You'll Do

• Contact members through phone, email, mail, and other approved communication channels regarding past-due loan accounts.
• Assist members in resolving delinquent accounts through payment arrangements and other available solutions.
• Review account information and member circumstances to identify appropriate next steps and available options.
• Support members experiencing financial hardship by discussing available resources and repayment alternatives.
• Maintain accurate documentation of member interactions, account updates, and collection activities.
• Process and assist with administrative collection activities, including account follow-up, correspondence, and record maintenance.
• Work collaboratively with team members and other departments to support collection and recovery efforts.
• Provide respectful, professional service that supports both member success and organizational objectives.
• Learn and follow applicable collection procedures, regulations, and credit union policies.
• Contribute to departmental goals, process improvements, and team initiatives.

Requirements

What We're Looking For

• High school diploma or equivalent required; additional education in business, finance, or a related field is preferred.
• Previous customer service, sales, administrative, call center, retail banking, or financial services experience preferred.
• Strong verbal and written communication skills.
• Ability to effectively handle sensitive conversations with professionalism, empathy, and respect.
• Strong organizational skills and attention to detail.
• Ability to learn and apply policies, procedures, and regulations.
• Good problem‑solving skills and sound judgment.
• Ability to manage multiple tasks, meet deadlines, and work effectively in a fast‑paced environment.
• Proficiency with Microsoft Office applications and the ability to learn new systems and technology.
• Bilingual skills are a plus but not required.

Why Join KCCU?

At KCCU, we're committed to helping our members achieve financial success while creating an engaging workplace where employees can grow and thrive. As a Resolutions Specialist, you'll receive training and support while building valuable skills in financial services, member relations, and problem-solving. You'll play an important role in helping members overcome financial challenges and supporting KCCU's commitment to exceptional service and financial wellness.

Location: Battle Creek, Michigan
Position: Full-Time

Department: Resolutions