Join to apply for the Senior Resolution Representative role at Workers Credit Union
Base pay range
$26.98/hr - $40.46/hr
* Job Title: Senior Resolution Representative
* Department: Member Solutions
* Department Location: Littleton, MA
* Reports to: VP Member Solutions
* Career Stream: Individual Contributor
* Classification: Hybrid
* Onsite Frequency: Works on-site at HQ more than 10 days per month with assigned workspace
* Pay Grade: 9
* FLSA Status: Non‑Exempt
* Pay Grade Range: $26.98–$33.72
* Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements, and/or skill level, and will be finalized at the time of offer.
* FUNCTION: Collects delinquent accounts to minimize the potential loss to the credit union.
Essential Job Duties And Responsibilities
* Performs collection activities on delinquent accounts greater than 30 days past due including minimum daily call requirements for outbound volume, answer ACD and direct inbound calls, emails, and written correspondence as necessary to resolve delinquent accounts with members.
* Process internal payment transfers.
* Process payments over the phone and ensure proper credit to loan.
* Review unapplied/ACH reject payments for proper processing.
* Consults with members to assist in preventing delinquency by arranging payment plans. Review credit reports and other financial information to recommend a solution to resolve delinquency(ies) including modification, deferment, troubled debt restructure, and the like.
* Review and recommend accounts for charge off.
* Gather asset value, vehicle condition, photos, and expenses on impounded vehicles and voluntary surrenders. If necessary, order a field audit. Review findings with AVP and/or VP of department.
* Performs skip tracing when necessary (no communication, possible fraud, returned mail, disconnected phone numbers, no lien, etc.).
* Send Right to Cure / Demand notices (certified and regular mail) to borrower and coborrower(s). Check state where property is located to ensure our compliance with demand notice and related actions.
* Verify our lien has been placed, confirm not active duty (SCRA), update collateral value, and assess the loan to value before placing for repossession.
* Assign approved delinquent accounts to a repossession agency. If out of state, contacts agent to get necessary paperwork such as fees and charges as well as bond insurance. Provide repossession agents with any necessary documentation, which would facilitate them locating the vehicle.
* Follow up on all accounts assigned for repossession with agent regarding the status and any updated information.
* Once a vehicle has been repossessed, send a Redemption Letter within allowed timeframe (certified and regular mail), review the condition report, determine if keys are needed (if not redeemed) and take appropriate action.
* Review, approve, process invoices, and determine if fee will be assessed to loan.
* Work with member until unit is redeemed or prepped (keys and title) to be transported to auction.
* Prepares and files skip and damage claims with the credit union’s insurance carrier, in a timely manner.
* Updates collection notes with all collection actions and activity in a concise and timely manner.
* Monitors and maintains Bankruptcy Accounts. Updates Bankruptcy report monthly. Files necessary paperwork with court to protect the Credit Union’s interest in an asset and/or account. Work with our bankruptcy attorney.
* Adheres to established policies and procedures as well as state and federal regulations governing collection activities.
* In office requirements to mail time sensitive letters (demand and redemption letters) regular and certified mail. Also, document returned mail in the collection system. File requested titles on the tickler filing system.
* Act as a mentor for other Member Solutions staff, sharing acquired knowledge as needed.
* Maintains confidentiality of all data.
* Regularly demonstrates behaviors as defined by the credit union’s Fundamentals, which are part of the Workers Way culture program.
* Performs additional duties as requested.
Other Duties
* Adhere to all WCU policies and procedures, which include security compliance and following guidelines intended to limit risk exposure to fraud and losses.
* Participates in department and/or organizational projects as directed.
* Performs other tasks or functions as required, requested, necessary or prudent from time to time.
* Maintains confidentiality of all member and credit union information and data.
* Regularly demonstrates behaviors as defined by the credit union’s Fundamentals, which are part of the Workers Way culture program.
Education
* HS diploma or equivalent.
Experience
* Five years of collections experience.
Knowledge/Skills/Abilities/Competencies
* Knowledge of collection practices and law, bankruptcy law and court procedures; telephone collection skills; knowledge of COCC computer system and IBS collection package; computer skills.
* Bilingual proficiency preferred.
Work Environment
* This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.
Physical Demands
* Able to communicate orally with co‑workers and members. Able to operate telephone, computer keyboard and other office machines that require finger dexterity and repetitive motion. Visual acuity necessary to prepare/inspect documents. Occasional lifting up to 10 lbs., sedentary work, sitting most of the time.
About Workers Credit Union
Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high‑touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!
Benefits
* Comprehensive medical, dental and vision plans.
* Basic life and AD&DD insurance, short‑term disability and long‑term disability.
* 15+ days of paid time off (PTO) per year.
* Up to 16 hours of volunteer time off (VTO) per year.
* 11+ paid holidays.
* 401(k) that includes a Safe Harbor Match of up to 4%.
* Tuition Reimbursement Program.
* Mental health resources including an Employee Assistance Program (EAP).
* Individualized learning and development programs.
EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Banking
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