Member Resolution Rep. - Collections

Member Resolution Representative I

Come join our GTE Financial team! We are looking for an organized, professional, strategic individual to join as a Member Resolution Representative I. The Member Resolution Representative is responsible for the oversight and management of delinquency and monetary losses on all the various products and services offered by GTE Financial, including, but not limited to consumer loans, credit cards, mortgages, and deposit accounts.

The Member Resolution Representative will interface with credit union members, other GTE employees, and other parties related to the applicable loan or other product to determine the reason(s) for delinquency and to then determine and implement appropriate course of action to resolve the delinquency. Resolution methods include taking voluntary payments, transferring available funds from other accounts, with authorization from the account owner, transferring available funds to exercise the credit union's right to offset, identifying or responding to a member's need for assistance, negotiating and accepting payment arrangements (within scope of authority to do so), and recommending accounts for further action, such as repossession.

What does GTE look for in a Member Resolution Representative I?

Collections

• Ability to manage a portfolio (queue) of assigned loans and / or accounts to effectively control delinquency and prevent monetary losses. Assigned loans and / or accounts may include, but are not limited to consumer loans, vehicle loans, credit cards, mortgages, lines of credit, and commercial loans, as well as checking, savings, or other deposit accounts.
• Make outbound and receive inbound calls, based on departmental needs.
• Document all interactions with members or other parties, as applicable, by entering account notes into the system of record for all accounts or loans worked. Notes must be fact-based, accurate and include relevant details. Notes must be entered in a timely manner. Must obtain and retain relevant supporting documentation, as applicable.
• Follow FNMA and CFPB guidelines for right-party contact and borrower communication.
• Educate borrowers on payment options, due dates, and potential consequences of delinquency.
• Identify borrowers who qualify for loss mitigation and transfer them to the appropriate team. Offer repayment plans or reinstatement options when applicable. Ensure accurate documentation of borrower hardship and financial circumstances.
• Recognize when a borrower is in an active bankruptcy status and escalate appropriately.
• Perform skip tracing, as required.
• Receive, transfer, and process payments based on established departmental procedures and guidelines.
• Make decisions on when to exercise the credit union's right of offset, as applicable.
• Balance cash drawer daily.
• Provide support and cooperation for all functions and duties within the Member Resolution Department and organization to ensure seamless transition between processes, teams, and departments. Performs all other tasks and duties, as assigned.
• Applicable to employees when responsible for collection efforts on mortgage loans : Ensure full compliance with Fannie Mae, FHA, VA, NCUA, and CFPB servicing requirements. Stay current with FNMA servicing guide updates, regulatory changes, and investor requirements by participating in regular training sessions, and industry webinars.

Experience

Operational Support

Required Qualifications

Position Details

Location : Downtown Tampa GTE Headquarters

Department Hours : Monday Friday (8 : 00 am to 5 : 00 pm)

Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

Work arrangement (in-office, hybrid, or remote) may be changed at any time by management with appropriate notice if possible.

Required for Remote / Hybrid Work :

Come and join our award-winning team! GTE Financial is an Equal Opportunity Employer.