Account Resolution Representative

Description

About BankFund:

BankFund Credit Union is a full-service financial cooperative that was organized and chartered in 1947 as a convenient place for employees of the World Bank Group and International Monetary Fund and their families to save and to obtain credit. Located in Washington, DC, BankFund maintains three full-service branches downtown with our headquarters located near Farragut West metro station. This position is classified as a hybrid role which means that on-site work will be expected. After completion of training for the role, staff generally work on site 40% of the time but this is subject to change based on health and safety standards and operational need.

Summary:

Support and cultivate strong relationships through on-going member contact, quality member service, and superior knowledge, to resolve delinquent accounts and preserve Credit Union assets.

Perform a variety of support functions to assist in the timely and efficient performance of collection activities. 

Responsibilities:

• Collect on early-stage delinquent loans to include Share accounts, Consumer loans (secured & unsecured), Credit Card loans, Real Estate loans.
• Negotiate payment plans on outstanding delinquent loans, credit cards, or share accounts.
• Educate members, borrowers, co-borrowers, or guarantors by providing information and support to resolve delinquent accounts through repayment, Right of Offset, payment arrangements, or other options provided in account agreements. 
• Maintain complete and accurate records concerning  BankFund delinquent account servicing, negative shares, and collection activity within the collection management system to include contact/correspondence details, transaction details, payment arrangements, and all BankFund  notices or communications.
• Process recovery payments from members, external consumer credit counseling services, and collection agencies.
• Escalate accounts identified as uncollectible to Account Resolution Manager.
• Comply with all applicable laws and regulations relating to debt collection to include Fair Debt Collection Practices Act ( FDCPA), Telephone Consumer Protection Act (TCPA), and Fair Credit Reporting Act (FCRA); adhere to organizational policies and      procedures and departmental processes.
• Ensure secure and appropriate handling of communications that are sensitive or confidential or contain non-public personal information or Credit Union data. 
• Seek and make recommendations for process enhancements and efficiencies.
• Contribute to a positive and engaging working environment.
• Perform all other related functions and projects as assigned by Management.

Requirements

Minimum Qualifications: 

Education

• High school degree or equivalent

Experience

• Prior collection experience preferred
• Prior banking experience preferred
• Knowledge of BankFund  products and services preferred
• Recipient of service excellence awards preferred

Skills

• Must demonstrate commitment to the Credit Union Service IMPACT philosophy.
• Must possess strong interpersonal skills and connect with our members in a compassionate, professional, and calm manner.
• Must demonstrate excellent written and verbal communication abilities and deliver work products that demonstrate attention to detail.
• Must demonstrate effective time management habits.
• Must be able to perform job functions independently and work effectively either on own or as part of a team. 
• Must be able to speak clearly and deliver information in a logical and understandable sequence. 
• Must demonstrate ability perform basic mathematical calculations with accuracy. 
• Must be able to perform responsibilities with composure under the stress of deadlines or when challenged. 
• Must demonstrate ability to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters. 

For internal purposes, this position is graded as NE-6. 

The anticipated annualized base salary range for this position is $50,000 to $62,000. Final base salary for this role will be based on the individual’s job-related experience, skillset, training, certifications and market demands. The benefits available for this full-time position include but are not limited to: medical, dental, and vision insurance, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and paid time off, including paid parental leave benefits. In addition to base compensation salary, this role position is eligible for an annual incentive plan.