Position Title: Loan Resolution Counselor 1 Reporting Manager Title: Loan Resolution Manager Essential

Duties

and

Responsibilities

1. Uses diverse forms of communication to make contact with the member, such as phone, email, automated dialing system and door knocker. 2. Determine the member’s willingness and ability to pay and where applicable, sets up an effective loan repayment schedule. Educates and counsels members regarding loan delinquencies and inquiries. 3. Takes payment by phone or account transfers. 4. Consults with Loan Resolutions managers regarding escalated phone calls, difficult or special cases, upset members, and all other complex inquiries. 5. Traces delinquent members to new addresses by inquiring through credit bureaus, or through the researching of third party skip trace vendors 6. Field incoming calls from various departments to assist and provide answers regarding the member's accounts and status. 7. Place holds on debit and credit cards when accounts reach specified days delinquent. 8. Flagging accounts with alerts on the Core System within a predetermined time frame. 9. Maintains individual and department monthly goals and metrics set by management. Minimum

Qualifications

Education

High school diploma or an equivalent mix of education and experience is required.

Experience

Previous sales or collection experience is preferred. Knowledge, Skills, and Abilities: • Strong interpersonal communication, strategic and creative thinking abilities .• Assumes responsibility for achieving results • Serves as a resource to members, prospective members, and employees. • Demonstrates effective time management. • Strong working knowledge of relevant software including Microsoft Office, Word and Excel. Physical Demands and Work Environment:(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.“ Founded in 1955, TDECU formed when a group of Dow employees pitched in $5 each to loan a friend $35 to buy a refrigerator. That initial mission of people helping people continues today. Over the last 65 years, we have grown to meet the needs of the communities we serve and share TDECU's passion for service and great value in our products. Our first merger took us west to the Victoria area, where we made many new friends and Members. We have since become an integral part of the community. In the East Market, where we began, we opened our field of membership to serve all Brazoria County residents. Today, TDECU has 39 service locations, including 35 Member Centers. The original $35 loan has turned into over $4 billion in assets today that continue to improve our 348,000 Members' lives by helping them get what they need to achieve their financial needs and dreams. Transparency in Coverage Link This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.