WE ARE HIRING! - Debt Resolution Specialist

Opportunity Overview:

Are you looking for a fresh opportunity where you can help people with their financial needs? Would you like to work in an office environment with a caring, encouraging team? If so, here is your chance!

We are group of talented individuals, passionate about supporting our customers and co-workers. We’re looking for someone who thrives in a position where delivering exceptional customer service is expected, who gets excited about learning new things, and wants to work in an environment where no two days will ever be the same. If being part of a team that gets to make a difference in their community is what you have been looking for – then come join us!
 

Benefits of joining our Team:

• Bonus Opportunities
• Generous Medical, Dental, and Vision coverage
• Generous vacation and paid Holidays
• Employee discount on loan rates
• Our incentive bonus program means you can earn even more by earning incentives every single month!
• Competitive salary
• 401K Plan

Alden Credit Union is an Equal Opportunity Employer.

SUMMARY:

The Debt Resolution Specialist is responsible for managing delinquent consumer, mortgage, credit card, and other assigned loan accounts while balancing exceptional member service with effective risk management. This position partners with members experiencing financial hardship to identify repayment solutions, minimize losses, maintain regulatory compliance, and protect the Credit Union's assets. The role requires professionalism, sound judgment, confidentiality, and the ability to manage sensitive financial situations with empathy and discretion.

This position is subject to a 90-day introductory period to assess performance, reliability, and overall fit within the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Key Responsibilities

• Contact members regarding delinquent consumer loans, mortgage loans, credit cards, and other assigned accounts using professional and effective collection practices.
• Counsel members experiencing financial hardship by identifying the cause of delinquency and developing realistic repayment solutions.
• Negotiate payment arrangements, repayment schedules, extensions, forbearance agreements, interest-only payment plans, and other loss mitigation options in accordance with Credit Union policy.
• Review loan modification opportunities and prepare supporting documentation for management approval when appropriate.
• Prepare and send collection notices, delinquency correspondence, demand letters, and other required communications.
• Maintain complete and accurate documentation of all member interactions, payment arrangements, collection activities, and account status within the Credit Union's collection system.
• Monitor delinquent loan portfolios and recommend appropriate next steps, including repossession, foreclosure, collection agency referral, legal action, bankruptcy processing, or charge-off.
• Coordinate repossessions, collateral liquidation, deficiency balances, insurance claims, GAP claims, and other recovery activities.
• Perform skip tracing and investigative research to locate members and collateral when necessary.
• Process member payments and other account transactions related to delinquent accounts.
• Review daily delinquency reports and prioritize collection activities.
• Update account records and maintain accurate collection queues.
• Process and monitor payment arrangements to ensure compliance.
• Prepare reports for management regarding delinquency trends and recovery efforts.
• Assist with audit and examination requests related to collection activities.
• Assist other operational departments as needed and participate in cross-training initiatives to support overall Credit Union operations.
• Work closely with Lending, Loan Servicing, Member Services, attorneys, collection agencies, insurance companies, and other third parties to resolve delinquent accounts.
• Identify opportunities to assist members through financial counseling, payment alternatives, or referrals to credit counseling services when appropriate.
• Maintain confidentiality of member information and exercise discretion when handling sensitive financial matters.
• Remain current on collection laws, lending regulations, bankruptcy requirements, foreclosure processes, and Credit Union policies.
• Attend internal and external training, continuing education, and department meetings.
• Perform other duties as assigned.

Compliance Responsibilities

Maintain a thorough understanding of applicable federal and state laws, regulations, and internal policies governing collections and loan servicing. Ensure all collection activities are conducted in accordance with Credit Union policy and regulatory requirements. Immediately report compliance concerns or operational risks to management. Maintain confidentiality of all member information in accordance with privacy regulations, including but not limited to:

• Fair Debt Collection Practices Act (FDCPA)
• Bankruptcy laws
• Repossession and foreclosure requirements
• NCUA regulations
• Consumer lending regulations
• Privacy and confidentiality requirements
• Internal Credit Union collection policies and procedures

KNOWLEDGE, SKILLS AND ABILITIES DESIRED:

High school diploma or equivalent required. Associate degree in Business, Finance, Accounting, or a related field preferred. Two or more years of experience in collections, lending, financial services, or a related field preferred. Strong interpersonal, negotiation, and communication skills. Ability to build rapport while managing difficult conversations professionally. Excellent problem-solving and analytical abilities. Strong organizational skills with the ability to prioritize multiple accounts and deadlines. Ability to exercise sound judgment while balancing member service with risk management. Strong attention to detail and documentation. Working knowledge of Microsoft Office applications, including Word and Excel. Experience with COCC, CARM Pro, or similar loan servicing and collection software preferred. Ability to work independently while contributing to a collaborative team environment. Commitment to providing exceptional member service while protecting the Credit Union's financial interests. Demonstrated conflict resolution and negotiation skills. Ability to remain calm under pressure while managing difficult conversations. Strong time management, organizational, and analytical skills. Ability to interpret loan documentation and evaluate financial information

PHYSICAL REQUIREMENTS:

Prolonged periods of sitting while working at a computer. Frequent telephone communication. Ability to  move throughout the office as needed.

WORK ENVIRONMENT:

This position operates in a professional office environment with frequent interaction with members, employees, attorneys, collection agencies, insurance companies, and other third-party vendors. The role requires professionalism, confidentiality, sound judgment, and the ability to handle sensitive financial matters with empathy and discretion. The position may involve interactions with members experiencing financial hardship and requires the ability to professionally manage difficult or emotionally sensitive situations.

To apply: Email your resume to hr@aldencu.com or visit our main office at 710 Grattan St. Chicopee, MA 01020