Member Resolution Representative - Collector

Come join our GTE Financial team!

We are looking for proactive, detailed-oriented, analytical individual to join as Member Resolution Representative - Collector (Hybrid). Member Resolution Representative is responsible in providing evaluation of delinquency/loss of loans and credit cards to determine/implement appropriate action needed to rectify the loans. The Member Resolution Representative is responsible for the collection of delinquent accounts through all recovery channels. Collection methods include voluntary payment through transferring and posting payments based on department guidelines.

What does GTE look for in a Member Resolution Representative?

Collections:

• Collect on multiple products simultaneously to control delinquency and loan loss on assigned portfolio.
• Make outbound and take inbound calls based on department needs.
• Perform skip trace techniques.
• Transfer and post payments based on department guidelines. Make decision to utilize right of offset when necessary. Balance cash drawer on a regular (daily) basis.
• Have a general knowledge of the Credit Union policies and state/federal regulations regarding all products.
• Apply the concepts/philosophy of The Member Advantage (AID INC) during member interactions, and utilize strong communication and negotiation skills, with the ability to communicate a sense of urgency to resolve delinquency.
• Ability to work independently, and as a team member, while using discretion in making decisions and sound judgment in solving problems.
• Ability to change within working responsibilities, be it internal, market or regulatory driven.
• Effective negotiation skills.

Customer Support:

• Consistently communicates in a positive and professional manner under all circumstances. Treats others with courtesy and respect. Demonstrates effective listening and negotiation skills. Consistently seeks positive and mutually beneficial solutions.
• Maintain effective communication with all Credit Union employees (internal customers) to ensure coordination and exchange of information for accomplishing Credit Union goals.
• Always provides prompt, courteous, and exceptional member service.
• Ready to support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude.

Operations:

• Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality.
• Working knowledge of Microsoft Office Suite products.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act
• Bilingual preferred (English/Spanish).

Required Qualifications:

• High school diploma or equivalent
• Minimum 1 - 3 years' experience in collections, preferably with a financial institution or combination of education/experience.

Position Details:

• Location: Downtown Tampa - GTE Headquarters
• Department Hours: Monday- Friday (9:00 am to 6:00 pm) // Saturday (9:00 am to 1:00 pm)

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

Work arrangement will primarily be working onsite at our CFC locations and sometimes remote or in the office. The position, however, is defined as hybrid in nature, (in-office, or remote) and may be changed at any time by management with appropriate notice, if possible.

Required for Remote/Hybrid Work:

• A quiet workplace so you can focus on delivering excellent service to our members.
• Some positions will require performance standards to be met to qualify for alternative work arrangements.
• Required to have power and high-speed internet over 100MB (minimum).
• Video capability (connection of 1.5 Mbps up and down recommended).
• Candidates must provide and meet all technical requirements prior to the first day of training.
• Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

Come and join our award-winning team!

GTE Financial is an Equal Opportunity Employer.

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE Reserves the right to revise or change job duties at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.