Resolution Specialist I

About the Role

Kellogg Community Credit Union is seeking a motivated and member-focused professional to join our Resolutions team as a Resolutions Specialist I. In this role, you will assist members with delinquent loan accounts by helping them identify solutions and navigate financial challenges while maintaining positive relationships with the credit union.

Key Responsibilities

• Contact members through phone, email, mail, and other approved communication channels regarding past-due loan accounts.
• Assist members in resolving delinquent accounts through payment arrangements and other available solutions.
• Review account information and member circumstances to identify appropriate next steps and available options.
• Support members experiencing financial hardship by discussing available resources and repayment alternatives.
• Maintain accurate documentation of member interactions, account updates, and collection activities.
• Process and assist with administrative collection activities, including account follow-up, correspondence, and record maintenance.
• Work collaboratively with team members and other departments to support collection and recovery efforts.
• Provide respectful, professional service that supports both member success and organizational objectives.
• Learn and follow applicable collection procedures, regulations, and credit union policies.
• Contribute to departmental goals, process improvements, and team initiatives.

Requirements & Tech Stack

• High school diploma or equivalent required.
• Previous customer service, sales, administrative, call center, retail banking, or financial services experience preferred.
• Strong verbal and written communication skills.
• Ability to effectively handle sensitive conversations with professionalism, empathy, and respect.
• Strong organizational skills and attention to detail.
• Ability to learn and apply policies, procedures, and regulations.
• Good problem-solving skills and sound judgment.
• Ability to manage multiple tasks, meet deadlines, and work effectively in a fast-paced environment.
• Proficiency with Microsoft Office applications and the ability to learn new systems and technology.
• Bilingual skills are a plus but not required.

Qualifications

Additional education in business, finance, or a related field is preferred.