Resolutions Department Manager

Houston, TX 77075

Posted: 01/30/2023 Industry: Banking/Credit Union/Mortgage Job Number: 4856 Pay Rate: 60,000

Job Description

Responsible for overseeing collection activities for the Credit Union by protecting the assets of the credit union and the credit reputation of the member when possible by identifying and collecting all delinquent loans, which are late, delinquent, potentially delinquent or charged­ off. Oversees the daily activities of the Resolutions department.

Essential Duties
  • To assure member service is top priority whether internally or externally; treat members and employees professionally with courtesy and respect. Keeps "Our Promise" to our members.
  • Carries out supervisory responsibilities for resolutions department staff in accordance with   the organization's policies and applicable laws.      Responsibilities include: interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and solving problems.
  • Complete debriefs with staff. Help staff to achieve their monthly goals.
  • Perform daily collection activities. Exercise sound independent judgment when recommending actions to be taken on member accounts. Implement and execute all management-approved decisions.
  • Locate and contact delinquent members by phone, mail or in person to discuss their account(s) in a timely and consistent manner as outlined in the Business Plan.
  • Communicate effectively with members on delinquency situation and appropriately document situation and causes. Offer recommendations to member during their financial hardship to include extensions, refinancing, etc.; or re-writing on signature loan.
  • Interact with the credit union's attorney if necessary on bankruptcy claims and legal actions.
  • Interact with outside collection/repossession agencies for updates and performance on charge off/repossession accounts, and the sale of credit union collateral.
  • Maintain delinquency and collection history on all delinquent loan and performance activity. Prepare weekly collection update for Supervisor. Prepare monthly delinquency reports for Management.
  • Recommend charge off loans and overdrawn accounts to Board each month, and charge off according to Plus4 policies.
  • Ensure the proper adherence to credit union delinquent notice policies and procedures and ensure all collection practices are within and in accordance with governmental and regulatory policies and procedures.
  • Keep updated and educated in all areas relating to loans, law changes, collection practices, and any other areas that would enhance the Loan Department.
  • Maintain the Courtesy Pay program and work closely with staff and any third parties to resolve any member related issues.
  • Process bankruptcy court notices and, if necessary, appears in court proceedings. Prepare documents to obtain judgments on default accounts, including filling proof of claims.
  • Interact with Protection Insurance Program vendor. Make sure notices are sent and telephone contact is made with member regarding the program. When necessary, contact member when payments will be increased to include the PIP. Process refunds in a timely and accurate manner.
    • Submit corrections to appropriate credit-reporting agencies, when necessary.
    • Perform other duties as may be assigned by Senior Management.
Employee shall demonstrate an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), Anti­ Money Laundering (AML), Office of Foreign Assets Control {OFAC), Customer Identification Program (CIP) and Member Due Diligence (MOD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • Communications - the ability to speak and write clearly and effectively to achieve the desired effect in a variety of communications settings and styles. The ability to prepare and maintain confidential records and reports.
    • Member Focus - the dedication to meeting the expectations and requirements of internal and external members, use feedback for continuous improvement, and develop and maintain effective relationships.
    • Time Management - the ability to effectively prioritize tasks to use time efficiently and attend to a broad range of activities.
    • Creativity - the ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business.
    • Interpersonal Skills - The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job.
    • Must have excellent knowledge of Microsoft Office products, including but not limited to Word, Excel and Outlook.
    • Must be functional with spreadsheets and have basic understanding of accounting procedures.
    • Must have a proactive and positive attitude toward members, supervisors, co-workers and the credit union.
    • Ability to handle multiple projects simultaneously and work with limited supervision, exercising own initiative and judgment.
    • Must present a professional image and attitude at all times.
    • Willingness to attend training seminars and meetings outside normal working hours.
    • Assist in special projects or other assignments as requested by Management.
Education/ Experience
  • A two-year college degree or completion of a specialized course of study at a business or trade school.
  • Five years to ten years of similar or related experience.
Physical/Mental Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
  • The vision requirements include: close vision and ability to adjust focus.
  • Nature of position requires physical mobility and the ability to lift a minimum of 50 pounds.
  • Must have flexibility to deal with changing work hours and locations as needed.


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Amber Washington

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