Sr. Lead - Loan Resolutions

Position Summary:

Assist management team and provide support to Loan Resolution staff. Provide Best-in-Class service to internal/external Members and Communicate with employees using all channels across the organization.

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.
• Assist and ensure accurate and timely responses of any escalations, account issues, or questions to internal/external Members or Employees.
• 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 members 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 predetermined time frame.
• Has experience or working knowledge and is capable of executing the following: Repossession, Foreclosure, Charge off and Recovery or other specialty positions within the Loan Resolution Department.
• Review accounts and workflow for accuracy. Serve as a mentor for daily operations of the Loan Resolutions service team to meet established goals and service, productivity and quality of work. Produce, complete, and deliver reports as needed. Review Member extensions and/or reworks when applicable.
• Inform Loan Resolution Management team of any issues or concerns from members or staff.
• Educates team and members on TDECU services, answers questions, and directs members to appropriate department for specialized services as needed.
• Assists with a variety of administrative duties including ordering departmental supplies, placing service calls, and contacting Information Systems to resolve computer or telephone issues.
• Review and Audit Quality Assurance calls to ensure call standards are met.

Minimum Qualifications:

(Education, Experience, Knowledge, Skills, and Abilities)

Education

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

Experience

Collection experience is preferred.

Knowledge, Skills, and Abilities

• Strong interpersonal communication skills and strategic and creative thinking abilities
• Leadership Skills
• Serve as a resource to members, prospective members, and employees
• Knowledge of relevant software including Microsoft Office, Word and Excel.
• Effective time management.
• Champion a positive member service atmosphere
• Assumes responsibility for achieving results.
• Lead by example and maintain professionalism
• Strong CBS MOS call model skills to share best practices and knowledge to maintain consistency and efficiency.
• Continually learns and stays abreast of new or updated policies and procedures
• Find ways to enhance processes to improve efficiency
• Trained and Certified by Center Business Solutions on Management Operating System Loan Resolutions Call Model preferred.

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.