Account Resolution Specialist

The Account Resolution Specialist is responsible for contacting customers regarding delinquent accounts and overdraft demand deposit accounts (DDA) through approved communication channels, including telephone, email, and written correspondence. This role focuses on resolving account delinquencies by providing payment options, sending required notices, maintaining accurate documentation, and ensuring all collection activities comply with applicable laws and regulations, including the Fair Debt Collection Practices Act (FDCPA).

Essential Job Functions include, but are not limited to:

• Contact customers regarding delinquent and overdraft accounts via phone, email, and mail to resolve account balances and to respond to account-related guidelines.
• Negotiate repayment arrangements and establish payment plans in accordance with customers’ financial situations and bank guidelines.
• Send required collection and overdraft correspondence to customers in compliance with established procedures and regulatory requirements.
• Ensure all collection activities are performed in accordance with FDCPA guidelines, bank policies, and applicable federal and state regulations.
• Research, monitor, and evaluate delinquent accounts using internal systems to determine appropriate resolution acts.
• Accurately document all customer interactions, payment arrangements, and account activity; upload and maintain supporting documentation in collections systems and Web Director.
• Prepare, process, and retain account related documentation, correspondence, and reports in accordance with record retention records.
• Perform clerical and administrative duties related to collections, including filing, record maintenance, and document management.
• Perform all duties in relation to the Bank Secrecy Act under the guidance of the BSA Officer.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In accordance with the Americans with Disabilities Act, Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Skills and Abilities Required to Perform Essential Job Functions:

Must have and be able to consistently apply the following skills at the levels indicated to produce assigned results.

• Strong verbal and written communication skills.
• Attention to detail with the ability to maintain accurate records and documentation.
• Ability to apply FDCPA guidelines and exercise sound judgement during customer interactions.
• Strong organizational and time management skills.
• Analytical and problem-solving abilities.
• Ability to handle sensitive information with professionalism and confidentiality.
• Proficiency with computer systems, including collections software and document management platforms.

Education, Experience and Qualifications:

• High School Graduate or General Education Degree (GED).
• Minimum one to two years equivalent experience preferred.
• Knowledge of FDCPA and regulatory compliance standards is preferred.

Physical Requirements of Essential Job Functions:

The associate is frequently required to sit and/or stand, communicate, reach, and manipulate objects, tools or controls that are typical of an office/bank environment. Lifting items weighting up to 10 pounds on a consistent basis. Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc. Weekend and evening work will be required.

Working Conditions:

• Typical office environment.
• Extended viewing of computer screens.
• Regular office hours are Monday through Friday from 8:00 a.m. to 5:00 p.m. Occasional weekend and evening work may be required.

The above statements are intended to describe the general nature and level of work performed by associates assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the associate classified as such. Duties and responsibilities may be added or changed as deemed appropriate by management at any time therefore, they could differ from those outlined above.

United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.