The Loan Resolution Associate is an integral part of a service-driven collections team responsible for managing delinquent member accounts while preserving strong customer relationships. This role focuses primarily on
early stage collections
for auto loans, personal loans, and select credit card accounts through proactive outreach, education, and payment rehabilitation strategies. The ideal candidate brings strong communication skills, negotiation ability, and a consultative approach to resolving delinquent accounts while maintaining company values and member satisfaction. Key Responsibilities
Handle high-volume inbound and outbound collection calls in a timely and professional manner. Manage early-stage delinquency accounts (typically 1–60+ days past due). Negotiate payment arrangements and resolutions to drive account recovery. Encourage member retention through consultative collections strategies. Maintain accurate account documentation and update member contact information. Conduct outbound outreach via phone, email, and written correspondence. Monitor negative share accounts and prevent charge-offs. Assist with member outreach campaigns and payment reminder initiatives. Process payment solutions such as auto-pay, re-ages, skip-a-pays, and hardship requests. Review and update insurance requirements tied to secured loans. Meet or exceed individual and team collection performance goals. Support a member-service culture while driving revenue recovery. Perform additional duties as assigned. Minimum Qualifications
High School Diploma or GED required. Minimum
2+ years of collections experience
(required). Experience in a call center or financial collections environment. First-party collections experience preferred. Knowledge of delinquency processing and telephone collection strategies. FDCPA certification (or ability to obtain within 2 weeks of hire). Understanding of UDAAP and consumer lending/collections regulations. Strong negotiation and conflict resolution skills. Excellent verbal and written communication. Active listening and problem-solving ability. High attention to detail and organizational skills. Ability to multitask in a fast-paced environment. Sound judgment in loan adjustments and fee reversals. Analytical skills with ability to calculate payment arrangements. Working knowledge of loan documentation and payment processing. Understanding of collateral protection/GAP insurance (preferred). Proficiency in MS Word, Excel, and collections systems. Strong keyboarding and ten-key skills. Ability to maintain professionalism under pressure.
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early stage collections
for auto loans, personal loans, and select credit card accounts through proactive outreach, education, and payment rehabilitation strategies. The ideal candidate brings strong communication skills, negotiation ability, and a consultative approach to resolving delinquent accounts while maintaining company values and member satisfaction. Key Responsibilities
Handle high-volume inbound and outbound collection calls in a timely and professional manner. Manage early-stage delinquency accounts (typically 1–60+ days past due). Negotiate payment arrangements and resolutions to drive account recovery. Encourage member retention through consultative collections strategies. Maintain accurate account documentation and update member contact information. Conduct outbound outreach via phone, email, and written correspondence. Monitor negative share accounts and prevent charge-offs. Assist with member outreach campaigns and payment reminder initiatives. Process payment solutions such as auto-pay, re-ages, skip-a-pays, and hardship requests. Review and update insurance requirements tied to secured loans. Meet or exceed individual and team collection performance goals. Support a member-service culture while driving revenue recovery. Perform additional duties as assigned. Minimum Qualifications
High School Diploma or GED required. Minimum
2+ years of collections experience
(required). Experience in a call center or financial collections environment. First-party collections experience preferred. Knowledge of delinquency processing and telephone collection strategies. FDCPA certification (or ability to obtain within 2 weeks of hire). Understanding of UDAAP and consumer lending/collections regulations. Strong negotiation and conflict resolution skills. Excellent verbal and written communication. Active listening and problem-solving ability. High attention to detail and organizational skills. Ability to multitask in a fast-paced environment. Sound judgment in loan adjustments and fee reversals. Analytical skills with ability to calculate payment arrangements. Working knowledge of loan documentation and payment processing. Understanding of collateral protection/GAP insurance (preferred). Proficiency in MS Word, Excel, and collections systems. Strong keyboarding and ten-key skills. Ability to maintain professionalism under pressure.
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