Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction. Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following: Full-time employees receive 100% paid health, dental & vision insurance Earn incentives up to 15%, depending on position 401K plan with employer matching funds up to 5% Profit Sharing Tuition reimbursement Gym membership reimbursement Paid time off for holidays, vacation, and sick days Diverse and inclusive workplace Credit Union West membership and discounts Be part of our award-winning team! POSITION SUMMARY Enhances the quality of life for our member’s/team members by meeting or exceeding their service expectations. The Financial Resolution Coordinator will be responsible for handling and processing total loss claims, providing assistance with filing warranty, ancillary product, and GAP refunds, and ensuring timely communication and updates to members. They will act as a liaison for digital member and team member communications across phone, chat, email, and text channels, fostering responsive and professional interactions. Additionally, the Coordinator will manage deceased members secured and unsecured loans by reviewing notices, assisting family members, and ensuring proper loan resolution and claim initiation when applicable. They will process incoming payments by mail and electronically, accurately routing and managing all mail received in the Financial Resolution Department (FRD). The role also includes performing collection calls to encourage repayment on delinquent accounts, utilizing all available communication channels while maintaining a professional, empathetic approach. Essential Functions & Additional Responsibilities 30% Review and Process Total Loss Claims - Ensure all Events and notifications for total loss claims are reviewed, handled, and added to the Active Total Loss Claims Queue for follow up. Assist members with filing for warranty and other ancillary product refunds. Guide members with filing GAP claims/refunds as needed. Advocate on behalf of the member in special circumstances or as necessary. File GAP and warranty refund claims for all direct loans or loans with CUW warranty/ancillary products. Process payments received from claims and refunds. Provide status updates to members regarding their claims. Ensure all claims are filed in a timely manner and ensure deadlines are met. 15% Digital Member and Team Member Coordinator– Key liaison and point contact to assist members and team members through incoming digital channels such as phone, chat, email, and texts to FRD from other departments and members. Ensuring professional communication through all channels. Establishes relationships by ensuring responsiveness and regular follow up. 15% Coordinate Secured and Unsecured Loans of Deceased – Review events and notices of deceased accounts. Ensure each event is properly routed to department staff assigned to the account. Initiate a claim if there is loan protection coverage through CUW or dealership . Assist in reviewing provided documents to ensure proper handling is achieved. Assist family members to determine best solutions for the liquidation of the loan and that best resolution is achieved. 15% Process Payments - Received via mail and electronically , accurate and timely processing of all checks and electronic payments assigned to the FRD area. 10% Process Mail – Handle the receipt and distribution of all mail. Ensure mail received is routed to appropriate personnel. Process mail that has been returned or needs to be imaged. Ensure outgoing mail is processed and mailed as necessary and sent out daily before deadline. 10% Assist with Collection Calls - Encourage prompt repayment of delinquent accounts by utilizing all methods of contact, i.e., phone, email, mail, and text messages. Ability to ask appropriate fact-finding questions, research and analyze members profile to determine if there is opportunity for assistance or recommend if more stringent collection actions should be taken. Document all collection efforts and pertinent information from member communications and any other resources utilized. The ability to remain positive and resilient in difficult situations. 5% Performs other duties as assigned. Education: A high school diploma or G.E.D. Experience: 3-5 years of experience preferably in a Credit Union or financial institution. Skills & Competencies Live the mission, vision, and core values of the credit union. Able to communicate effectively and tactfully with employees and members both orally and in writing. Demonstrate critical thinking and being self-reliant to better analyze and solve problems. Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees. Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom). Thorough knowledge and understanding of organization’s Employee Handbook and policies. 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. WORKING ENVIRONMENT STANDARDS & EXPECTIONS No hazardous or significantly unpleasant conditions (such as in a typical office). Commitment to safety standards, cleanliness of workspace, and flexible work opportunities.
Salary:
Employment Type: Full-time
Qualifications
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