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Eastman Credit Union is now hiring an Account Resolution Assistant!
Our ideal candidate will conduct themselves in a way that reflects our high standards of professionalism and customer service. These standards include excellent communication skills, leadership ability, self-awareness, and flexibility. We search for candidates that reflect integrity, loyalty, and dedication in everything they do.
Eastman Credit Union offers competitive pay and benefits, promotional opportunities, and a culture that is hard to beat! We have high expectations for performance and want employees who can rise to the challenge.
An Account Resolution assistant is responsible for the control of delinquent loan accounts in order to protect the assets of the Credit Union and minimize losses by performing the following duties:
Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Collection of all consumer, commercial, credit card, and real estate loans in compliance with state and federal laws and regulations
• Monitor and removal of consumer and Visa lines of credit
• Monitoring and removal of Overdraft Protection Plus for those members who have delinquent credit obligations or at risk to cause loss
• Review and process skip payments for loans requiring Account Resolution overrides
• Assist Account Resolution Manager in reviewing, preparing and completing monthly management reports
• Review and work various daily, weekly and monthly reports related to delinquencies (Salary Advance, Loans Past Maturity, Cancellation of Dealer Products, First Payment Default Report, Mortgage Late Fees)
• Gather, track and record data involving active loans that potentially exceed 30 days in delinquency; report monthly productivity for team to Asset Recovery Management
• Communicate with member(s) and evaluate personal circumstances, historical account data and credit information; design a realistic repayment agreement to resolve delinquency and prevent loss to ECU
• Defuse potentially adversarial communications with professional courtesy while maintaining excellent member service
• Work with members who qualify for SCRA (Soldier’s Civil Relief Act) benefits.
• Maintain versatile knowledge of ECU products, services and processes including Member Business Lending, Card Services, Operations, Consumer and Mortgage Lending
• Serve as a resource for ECU personnel on issues related to losses, delinquencies, repossessions, seizures, collection accounts, judgments, charge offs, corrections, late fees, skips, bankruptcy matters, foreclosures, limit removals and ODPP removal
• Work with Asset Recovery Management in developing and maintaining procedures
• Maintain and utilize working knowledge of various bankruptcy laws and provisions; Contact legal counsel representing members to minimize the Credit Union’s losses and expenses, and to promptly secure surrendered chattel; Collaborate with the Credit Union’s Bankruptcy Coordinator to effectively protect the Credit Union’s interests and minimize losses
• Recommending, preparing / authorizing vehicles to be sent for repossession. Submitting repossession orders via web based application. Monitoring loan(s) until default or delinquency is resolved, member redeems vehicle(s) or vehicle is sold at auction. Ensure all statutory and regulatory requirements regarding the repossession have been met
• Responsible for maintaining spreadsheets and databases housing historical data related to repossessions, charge offs, seizures and delinquencies
• Assist Asset Recovery Management in reviewing the delinquency report, recommending accounts for charge off and preparing monthly charge off list
• Perform transactions and file maintenance of charge offs
• Recognize when Financial Counseling, mitigation or extensions are appropriate for the member and provide recommendations and referrals to Greenpath or ECUs Member Solutions department related to member’s financial needs
• Recommend legal action, repossession and foreclosure with appropriate justification after all other available avenues to collect have been exhausted or where circumstances dictate it prudent to do so
• Audit loan payment histories in response to member disputes and make necessary due date corrections and late fee refunds or credit bureau corrections as needed
• Act as a representative on behalf of the Credit Union on an ongoing basis with legal firms, credit bureau agencies, government agencies, repossession agencies, auction companies, and software companies
• Facilitate loan payments for delinquent loans and all payments to charged off loans
• Assist Loss Management staff with preparing documentation for accounts referred for legal action or third party collection agency
• Prepare for testimony and assist legal counsel in federal and/or state court litigation and seizure hearings
• Prepare and represent the Credit Union at seizure hearings involving seized chattel with liens
• Document and update in detail all pertinent information related to collection activity performed in the FusionCRS collection software
• Effectively utilize all available resources (the Internet, credit bureau report, loan application, etc.) to locate and confirm residence and employment of members
• Processing and posting TEL payments for loans
• Resolve issues compromising the Credit Union’s security as the result of potential storage, towing, garage, and/or mechanical liens; Ensure storage charges/fees charges do not exceed amounts allowable by statutes, protecting members and the Credit Union’s interests
• Reverse ACH, DI WEB, TEL and Repay payments returned due to NSF, closed accounts, etc.
• Identify and manage risks within the department
Skills Required
- Excellent verbal and written communication skills
- Customer service and conflict de-escalation skills
- Knowledge of state and federal collections laws and regulations
- Experience working with collections, charge-offs, repossessions, or asset recovery
- Working knowledge of bankruptcy laws and procedures
- Ability to prepare and maintain spreadsheets, databases, and monthly management reports
- Proficiency using FusionCRS collection software or similar systems
- Ability to coordinate with legal counsel, repossession agencies, and external vendors
- Familiarity with Credit Union loan products and processes (consumer, mortgage, business, card services)
- Attention to detail for payment posting, audit of payment histories, and documentation
Eastman Credit Union Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Eastman Credit Union and has not been reviewed or approved by Eastman Credit Union.
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Healthcare Strength — Health, vision, and dental coverage are broad, with company-paid life and disability protection, HSAs/FSAs, and a wellness program. Insurance quality is characterized as strong, and protection benefits are comprehensive.
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Strong & Reliable Incentives — An established bonus plan and profit sharing augment base pay. Incentives are portrayed as a meaningful and consistent part of total compensation.
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Retirement Support — A 401(k) with employer match alongside a profit-sharing retirement plan supports long-term savings. These elements indicate a competitive retirement offering.
Eastman Credit Union Insights
What We Do
ECU is a not-for-profit financial cooperative serving communities in TN, VA, and TX. Federally insured by NCUA. Member Equal Housing Lender. Equal Opportunity Employer. Eastman Credit Union is committed to providing our members with Extraordinary Member Service through our Service Excellence Program. By hiring and retaining the BEST employees, our focus is on the member and we drive our business based upon the needs and wants of our member owners. The employees of Eastman Credit Union are recognized as a tremendous asset. We value our employees and want them to value ECU as a desirable place to work. We recognize the key to extraordinary member service is a competent, well-trained staff. We strive to ensure that our employees have both the knowledge and resources needed to serve our membership in an efficient, effective manner, one member at a time. The key to our culture at ECU is we look for people who are professional, analytical, patient, kind, self-motivated, service oriented, empowered, involved and confident. If this sounds like you, please bring your talents and skills to ECU.
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