Account Resolutions Specialist

Description

Position: Account Resolutions Specialist

Pay Range: $21.13 to $31.69

FLSA Classification: Non-Exempt

Who We Are: Foothill Credit Union is a full-service financial institution proudly rooted at the foothill of the San Gabriel Valley (SGV), serving members of our select employer groups (SEGs)—primarily in education, healthcare, and municipal government—as well as individuals, families, and more than 250 businesses in the SGV and surrounding areas. 

Exceptional service is our promise to members. We’ve earned a prestigious five-star rating from Bauer Financial, placing us among the top institutions in our peer group. CUNA recognized us with the 2021 Member Benefits Top Performance accolade for delivering an average direct benefit of $690 per member household. During Q4 2024, we achieved the #1 ranking in overall return of value to members (ROM) among peer credit unions ($700MM–$1B) in California, according to Callahan & Associates. 

As a dedicated community advocate, Foothill actively partners with local businesses and organizations to support meaningful causes. Through events, sponsorships, and fundraising efforts, we actively give back to the individuals and groups that make up the core of our community. 

Benefits and Perks: 

• 100% covered medical/dental/vision for team members 
• 401(k) plan with match
• Profit-Sharing Plan  
• Paid Holidays 
• Paid Time-Off 
• And more!

About the Role: The Account Resolutions Specialist (ARS) handles all duties associated with collection items as well as the auto lien process for the Credit Union, ensuring a smooth experience. This includes, but is not limited to, ensuring member information is added to the vehicle title, processing collateral releases upon payoff, reviewing/managing various reports associated with the loan, and following up on needed items or discrepancies. In addition, the ARS will be responsible for processing and maintaining collection queues for delinquent members, along with DMV records, to ensure Credit Union compliance, validating the security interests of vehicle portfolios (e.g., ensuring vehicle loans correctly list Credit Union and lien information).

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

• Process all claims related to Mechanical Repair Coverage (MRC), Guaranteed Asset Protection (GAP), Debt Payment Protection, and forced placed insurance (State National).
• Ensure compliance with Credit Union Policies and procedures.
• Responsible for supporting Early-Stage collection queue for negative shares and loans, as assigned.
• Contact members with Early-Stage delinquent account(s) via letters, phone calls, text or email.
• Maintain up to date documentation on collection actions taken, including telephone conversations, alternate financial arrangements and correspondence within the core system. 
• Responsible for establishing and maintaining effective coordination and communication within the Account Resolutions Department.
• Maintain departmental files.
• Attend and participate in meetings as required.
• Keep management informed of area activities and any significant challenges. 
• Assume responsibility for functions; fill in and perform duties in the department as needed. 
• Handle DMV title tracking activities to ensure all necessary titles have been perfected
• Review pending title reports for missing items or discrepancies and take appropriate action to resolve such issues. Generate 30, 60, or 90-day follow-up letters. Review incoming paper/electronic vehicle titles for completeness and accuracy and then file/archive them accordingly
• Review and act upon various vehicle lien-related activities, including adding lienholder information to the title when the vehicle is financed, releasing vehicle title to members when a lien is satisfied, assisting the collections department with repossession paperwork, and processing requests for duplicate copies of Lien Releases when the original is lost or destroyed
• Handle title change requests and applications for duplicate titles and addresses, as well as resolve member questions, problems, and complaints relating to vehicle liens
• Process, pay, or reject sight drafts for applicable states, handle Letters of Guarantee for insurance companies and Letters of Permission requests for members.
• Process and maintain DMV records to ensure Credit Union compliance, validating the security interests of vehicle portfolios (e.g., ensuring vehicle loans correctly list Credit Union and lien information)
• Prepare and submit DMV paperwork for vehicle registration
• Stay updated with current DMV regulations and procedures.
• Ensure all registrations comply with state and federal requirements
• Utilize Dealertrack to streamline DMV transactions
• Accurately enter and update information in Dealertrack
• Assist credit union members with inquiries related to DMV paperwork, including titles, registrations, and liens
• Provide clear and accurate instructions regarding the DMV process
• Resolve DMV-related issues or discrepancies promptly and professional
• Maintain detailed and accurate records of all DMV transactions
• Ensure compliance with all applicable laws and regulations
• Collaborate with loan processors, dealerships, branch team members, and DMV offices to obtain and verify necessary documentation
• Communicate effectively with DMV offices to expedite processing and resolve discrepancies
• Keep members and internal teams informed about the status of DMV-related processes
• Enter and update DMV information in the credit union’s system accurately
• Maintain organized records for audit purposes
• Generate reports on DMV processing activities as required
• Assist in identifying opportunities to streamline DMV processing procedures
• Participate in training sessions and stay informed about industry’s best practices
• Primarily an office-based role with occasional travel to local DMV offices and FFCU Branches as required

Requirements

Experience/Education:

• High School Diploma or equivalent.
• A minimum of one (one or the other) year of experience in Collections/DMV processing or a similar administrative role within a financial institution or dealership. 
• Proficiency in using Dealertrack is preferred.
• Proficiency with computer systems and software, including Microsoft Office and loan processing software.

Other Essential Skills and Abilities:

• Take responsibility for individual career development and seek opportunities to learn new skills. 
• Ability to interpret and apply DMV regulations and guidelines.
• Ability to work in a fast-paced environment.
• Must possess strong interpersonal skills, a positive attitude, good collaboration, and a desire to help people.
• Strong communication and interpersonal skills, with the ability to effectively collaborate
• Must be able to identify members’ opportunities for financial improvement, communicate recommendations, and provide support.
• Must possess effective verbal and written communication skills.
• Must have reliable attendance.
• Must possess sound judgment.
• Must possess basic math skills.
• Strong attention to detail and organizational skills.
• Strong time management skills
• Ability to organize and prioritize work and maintain accurate records.
• Maintain a professional image.
• Bilingual (Spanish/English) preferred.
• Must be able to travel within the branch network regularly.
• Must have a method of transportation when needed to carry out essential job-related functions; if operating a motor vehicle, must have a valid driver's license and proof of at least minimum automobile insurance coverage as required by the State of California.

Foothill Credit Union is an Equal Opportunity Employer and does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, intersectionality, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.