It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Service Credit Union is seeking a Resolution and Recovery Representative – Loans at our Rochester, NH Operations Center where you will provide both member and back-office support in a fast-paced environment that includes both incoming and outgoing. correspondence via phone, email, and mail. The R&R Rep will be responsible for an assigned queue of delinquent accounts in which they will work cooperatively with the members to find long-term solutions to their financial difficulties and prevent charge-off/maintain loss levels for the organization.

Pay: Starting at $19.00 per hour, flexible based on experience.

Benefits Include:

• Great health and dental benefits starting day one!
• PTO, long-term disability, and 11 paid holidays.
• 401k with 8% company contribution after one year of employment.
• Paid leave policy after 12 consecutive months of employment.
• Free confidential mental health support program with Talkspace
• Free identify theft protection through IdentityForce.
• Tuition reimbursement.
• Training and career growth opportunities.

The Day to Day:

• Maintain assigned queue according to the production goals established by the representative’s experience and tenure.
• Log into the department’s hunt group to assist other departments as well as members regarding a multitude of issues/situations that may or may not be specific to a delinquent loan.
• Develop strong skip tracing skills using a variety of resources to locate members.
• Handle all inbound contact (i.e., phone, email, service request) related to members’ accounts or general questions about Service CU products and services.
• Use Service CU on-line phone/chat/systems, operating software, and available online/print resources to complete member’s transaction.
• Work cooperatively with members to assist them through times of financial difficulty.
• Perform schedule review of shares on deposit, analyzing each account for potential set-off to decrease/resolve delinquency.
• Review and analyze member situations to determine if and what type of loan modification program might be appropriate and guide them through the process until complete.
• Reply to correspondence within the timeline defined by the department’s service level agreement.
• Review and analyze accounts to determine if escalated collection efforts (such as legal/repossession/charge-off/service revocation) are appropriate and make recommendations of same with supporting details.
• Field requests for settlements and provide recommendation for approval/denial to management with supporting details.
• Perform other job-related duties as assigned.

Experience and Qualifications:

• Excellent interpersonal, presentation and organizational skills.
• Detail oriented with basic understanding of math and money.
• Ability to communicate clearly and effectively verbally and in writing.
• Ability to work independently in a team environment.
• Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required.
• Previous collection and/or call center experience preferred.
• High school diploma or equivalent required.

At Service Credit Union we celebrate our employees’ diverse backgrounds, ethnicities, gender identities, spiritual practices, abilities, and all the other traits that make us individuals. We follow the adage of treating others how we want to be treated while striving for understanding. Together, we create a unique credit union capable of serving our members’ needs with the same respect, empathy, and kindness we give each other.

Equal Opportunity Employer