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Loan Resolution Assistant

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Posted: 03/05/2023

Loan Resolution Assistant

Regular Full-Time
Requisition ID: 1354
Salary Range:$15.8800 To 23.8200 Hourly



Our commitment is to help our members to achieve their goals and dreams by providing exceptional service and acting as a guide, so they never miss a step. Life is an adventure, and we are honored to provide personalized solutions to get people to (or through) whatever comes their way. It’s the IC promise!


Reporting to the Loan Resolution Manager, the Loan Resolution Assistant is responsible for providing assistance and support with clerical tasks involving all phases of the collections process pertaining to consumer loans and real estate loans. The Loan Resolution Assistant will be also be responsible for courtesy calls and letters to members less than 30 days delinquent as needed.



Full-Time, 40 Hours

Hours: Monday – Friday (8:30am-5:00pm)


  1. Process collection payments, corrections, and unapplied payments.
  2. Answer incoming calls to the Loan Resolution Department.
  3. Prepare documents as necessary to start real estate demand process and forward to attorney.
  4. Assist with courtesy phone calls and letters to delinquent borrowers 21-29 days delinquent.
  5. Log returned overdue notices information in SmartCollector. Process address changes.
  6. Prepare packages for assignment of charged off accounts to attorney’s office for collections.
  7. Submit requests to dealers for cancellation refunds on extended warranty contracts and GAP contracts.
  8. Process account maintenance requests for credit reporting corrections and accrual/non-accrual status changes.
  9. Reconcile various general ledger accounts.
  10. Performs account history on member payment disputes.
  11. File and maintain skip claims with Lee and Mason.
  12. Handle total loss and GAP claims.
  13. Perform charge-off and recovery transactions.
  14. Clerical support for auction process.



Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.



  1. Job Knowledge: The level of knowledge, skills, and education required to perform job duties, and their application to job functions. Commitment to expanding knowledge, skills, and/or education.
  2. Organizational Relations: The degree to which the employee collaboratively works with other internal departments, agencies, and/or outside organizations. The level of response to customer requests, both internally and externally. Anticipation and control of obstacles.
  3. Dependability: The degree of follow-through on assignments. The degree to which the employee can be counted on to complete assignments in a timely and competent manner. The degree to which the employee is self-directed, takes initiative, and is proactive.
  4. Follow Through: The demonstration of reliability and a full commitment to complete assigned responsibilities with minimal supervision. A willingness to take responsibility for actions, solve problems as they arise, keep parties fully informed, and stay with a job through all stages of completion.
  5. Teller Balancing Record: Teller balancing performed as measured against a standard.


EDUCATION/EXPERIENCE REQUIREMENTS (Education, Work Experience, Industry Knowledge) 

  1. High school diploma or equivalent.
  2. Knowledge of basic loan and mortgage products.
  3. Basic knowledge and use of Microsoft Office, including Excel and Word.
  4. Knowledge of SmartCollector, a plus.





The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Physical requirements include but are not limited to the ability to sit for long periods of time, ability to move from floor to floor and travel to other work related locations as needed; high pressure position.



Satisfactorily completes all required compliance training and complies with all regulations, which apply within the scope of the position, including but not limited to the Bank Secrecy Act (BSA) and all regulations that fall within the BSA.



IC Federal Credit Union is federally insured by NCUA, is an Equal Housing Lender and is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.

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