Collateral Resolution Specialist

As a Collateral Resolution Specialist at Greater Texas, your main responsibilities include managing late-stage delinquencies by engaging with members through calls, executing negotiations for account resolution, and ensuring that the proper documentation is maintained within our collection systems. You're expected to provide excellent customer service while abiding by credit union policies and federal regulations concerning collections.

To qualify for the Collateral Resolution Specialist role at Greater Texas, candidates should have a high school diploma or equivalent, along with at least 3 years of relevant collections experience. Familiarity with banking regulations, compliance issues, and excellent oral and written communication skills are also essential. Being bilingual in English and Spanish is a plus!

Greater Texas provides a robust benefits package for Collateral Resolution Specialists that includes a 401k plan, 12 paid holidays, and 16 hours of paid volunteer time each year. You'll also have access to tuition reimbursement, profit-sharing opportunities, and a hybrid work model after the initial training period, guaranteeing work-life balance and rewarding your commitment.

The schedule for the Collateral Resolution Specialist role at Greater Texas is primarily Monday to Friday from 8:30 am to 5:30 pm, with some alternating Saturday hours from 9:00 am to 1:00 pm. Flexibility with extended hours may be necessary based on the needs of the company.

At Greater Texas, we place a strong emphasis on training and ongoing development for our Collateral Resolution Specialists. Upon hire, you will receive comprehensive training to equip you with the skills to excel in your role, along with continuous coaching to support your professional growth and development throughout your career with us.

When answering this question, be sure to highlight specific examples from your previous roles that demonstrate your ability to handle customer interactions effectively. Discuss the methods you used to resolve disputes and ensure satisfaction while adhering to regulations and policies.

Employ the STAR method to structure your response: describe a Situation where conflicting priorities arose, the Task you needed to accomplish, the Actions you took to manage your time and prioritize effectively, and the Results of your actions. This will showcase your organizational skills and decision-making process.

Share your strategies about active listening, showing empathy, and being solutions-oriented. Highlight a past experience where you successfully negotiated a mutually beneficial agreement while maintaining a positive relationship with the member.

Discuss your knowledge of key regulations like the FDCPA, UDAAP, and FCRA. You may also want to mention specific instances where you ensured compliance in your previous roles, demonstrating your expertise and commitment to ethical practices.

Describe a challenging situation, the steps you took to resolve the issue, and the positive outcome. Be sure to stress your problem-solving skills, creativity, and dedication to helping the member.

Convey your experiences with collections-related software, CRM systems, or any tools that aid in tracking accounts and communications. If you've used specific platforms, mention them and explain how they helped improve your efficiency.

Explain your approach to escalated issues, including maintaining a calm demeanor while gathering all relevant information before presenting it to management. Highlight your collaboration skills and willingness to involve others for a satisfactory resolution.

Use this question as an opportunity to demonstrate your passion for customer service and community involvement. Mention how Greater Texas aligns with your personal values and your excitement about making a positive impact in people's lives through this role.

Discuss specific roles where you provided exceptional customer service. Emphasize your communication skills, empathy for customer concerns, and how you've gone above and beyond to assist them.

Express your flexibility and adaptability to a hybrid work environment. Discuss any previous experiences working remotely and how you successfully managed your responsibilities and communication within a team.