Resolution Specialist II

Kellogg Community CU; Bronson Township (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Kellogg Community Credit Union is seeking a motivated Resolutions Specialist II to manage delinquent consumer loan accounts and negotiate workable repayment plans with sensitivity and integrity. You'll contact members through multiple channels, coordinate with attorneys and third-party partners, and maintain meticulous records while upholding credit union policies and member relationships.

The role emphasizes communication, negotiation, analytical skills, and meticulous documentation to support

Qualifications

• High school diploma or equivalent required; further education in business or finance preferred.
• Experience in collections, consumer lending, financial services, member service, or related field.
• Strong understanding of consumer lending products and collection practices.
• Excellent communication, negotiation, conflict resolution, and relationship-building skills.
• Ability to de-escalate challenging situations with professionalism and empathy.
• Strong analytical and problem-solving abilities with sound decision-making.
• Exceptional attention to detail and documentation accuracy.
• Ability to effectively manage workload, prioritize tasks, and handle multiple accounts.
• Proficiency with Microsoft Office applications and financial services systems.

Responsibilities

• Manage a portfolio of delinquent consumer loan accounts, including auto loans, personal loans, credit cards, real estate loans, and other consumer lending products.
• Contact members through phone, email, mail, and other approved communication channels to resolve past-due obligations.
• Negotiate payment arrangements and establish repayment plans consistent with credit union policies and member needs.
• Review account histories and member circumstances to determine appropriate collection and loss mitigation strategies.
• Assist members experiencing financial hardship by exploring available workout options and financial solutions.
• Coordinate collection activities related to bankruptcies, deceased member accounts, repossessions, charge-offs, and recovery efforts.
• Work with attorneys, repossession agents, collection agencies, and other third-party service providers when necessary.
• Maintain accurate documentation and records of all collection activities and member communications.
• Provide respectful, professional service that supports both member success and organizational objectives.
• Contribute to departmental reporting, process improvements, and team initiatives.

Skills

Negotiation

Communication

Conflict resolution

Relationship building

Analytical thinking

Attention to detail

Multitasking

Time management

Microsoft Office

Education

High school diploma or equivalent

Business/Finance coursework preferred

Tools

Microsoft Office

Financial services systems

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 II. In this role, you will work directly with members to resolve delinquent loan accounts while helping them navigate financial challenges and maintain positive relationships with the credit union. The ideal candidate will have strong communication and negotiation skills, excellent judgment, and the ability to handle difficult conversations with professionalism, empathy, and a solutions-focused approach.

What You'll Do

• Manage a portfolio of delinquent consumer loan accounts, including auto loans, personal loans, credit cards, real estate loans, and other consumer lending products.
• Contact members through phone, email, mail, and other approved communication channels to resolve past-due obligations.
• Negotiate payment arrangements and establish repayment plans consistent with credit union policies and member needs.
• Review account histories and member circumstances to determine appropriate collection and loss mitigation strategies.
• Assist members experiencing financial hardship by exploring available workout options and financial solutions.
• Coordinate collection activities related to bankruptcies, deceased member accounts, repossessions, charge-offs, and recovery efforts.
• Work with attorneys, repossession agents, collection agencies, and other third-party service providers when necessary.
• Maintain accurate documentation and records of all collection activities and member communications.
• Provide respectful, professional service that supports both member success and organizational objectives.
• Contribute to departmental reporting, 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 experience in collections, consumer lending, financial services, member service, or a related field.
• Strong understanding of consumer lending products and collection practices.
• Excellent communication, negotiation, conflict resolution, and relationship-building skills.
• Ability to de-escalate challenging situations while maintaining professionalism and empathy.
• Strong analytical and problem-solving abilities with sound decision-making skills.
• Exceptional attention to detail and documentation accuracy.
• Ability to effectively manage workload, prioritize tasks, and handle multiple accounts simultaneously.
• Proficiency with Microsoft Office applications and financial services systems.

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 play an important role in helping members overcome financial challenges, protect the credit union's assets, and make a meaningful difference in people's financial well-being.

Location: Battle Creek, Michigan

Position: Full-Time

Department: Resolutions

PM20