Credit Resolution Specialist in at SIU Credit Union

POSITION: CREDIT RESOLUTION SPECIALIST

• Reports To: Credit Resolution Manager
• FLSA Status: Non-Exempt
• Supervisory: No
• Department: Lending
• Pay Code: 7

POSITION PURPOSE

The primary purpose of this position is to protect the Credit Union’s assets through early-stage intervention and relationship management. This role focuses on proactive outreach to delinquent members, utilizing empathy and persuasion to negotiate repayment solutions before losses escalate. It is a hands-on, member-facing role dedicated to account research, conflict resolution, and the accurate documentation of collection activities to ensure compliance and member retention.

KEY RESPONSIBILITIES

Member Service

• Conduct proactive phone and in-person contact with delinquent members.
• Utilize empathy and persuasion to resolve payment issues.
• Focus on transparency and de-escalating irate member situations.

Account Maintenance & Financial Transactions

• Perform skip tracing to locate members and collateral.
• Coordinate with external agencies and assist with repossession and legal preparation.
• Follow up on initial delinquency and research loan errors.
• Process insurance claims for CPI and bankruptcy filings.

Lending & Credit Portfolio Management

• Maintain activity reports on delinquent loans.
• Participate in departmental meetings to review delinquency trends.
• Review reasons for delinquency to identify repayment solutions.

Compliance

• Adhere to all internal policies and fair debt collection regulations.
• Maintain accurate files and records of collection efforts.
• Research account discrepancies and perform administrative file purging.

QUALIFICATIONS

• High school diploma or equivalent.
• Previous collection experience with full-service financial institution helpful and preferred.
• Proficient in using standard office equipment and PC software.
• Excellent written and verbal communication skills.
• Must be bondable.
• Strong decision-making skills with the ability to exercise sound administrative judgment.

PHYSICAL REQUIREMENTS

• Physical Activity: Must be able to sit for extended periods, move around the workspace, and reach in any direction. The ability to lift up to 10 pounds is also required.
• Sensory Abilities: Requires normal sight and hearing to perform job functions.
• Work Schedule & Environment: The position may require extensive hours and occasional travel. The work environment has a slightly high noise level and may involve exposure to potentially dangerous conditions.

***Job descriptions are intended to be accurate reflections of principal job elements for making fair pay decisions and are not intended to be exhaustive lists of all responsibilities, skills, or working conditions.***