Payment Resolution Specialist

OUR LEADERSHIP PHILOSOPHY
At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES
Demonstrates Interpersonal Awareness & Skills: A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication, and contribute beneficially to team dynamics.

Embraces Change & Learning: This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.

Utilizes Critical & Creative Thinking: Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation.

Takes Personal Ownership This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development.

Location: Dover, NH

POSITION SUMMARY

Under the direction of Payment Resolution Management, the Payment Resolution Specialist is responsible for managing and resolving payment discrepancies, ensuring accurate processing of transactions, and maintaining strong relationships with clients and internal team members. This role requires a detail-oriented individual with excellent problem-solving skills who can navigate complex payment issues efficiently.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES
* Contacts members and co-members with delinquent loans, at the early stages of delinquency, to arrange a suitable repayment schedule.
* Investigates and resolves payment discrepancies and disputes promptly.
* Records actions, conversations and recommendations in the collection history notes to ensure accurate and adequate information is maintained at all times.
* Consults with members requesting extensions and refinancing; prepares necessary documentation and presents to management with recommendations.
* Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

J OB SPECIFICATIONS
* Strong computer skills including proficiency with Microsoft Office Excel and Word.
* Exceptional customer service skills to work with members via telephone, mail, and personal contact in a professional manner.
* Detail-oriented with strong organizational skills.
* A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
* Ability to work independently and as part of a team and individuals outside the company.

EDUCATION, TRAINING & EXPERIENCE
* A high school diploma or GED.
* 2-3 years of experience in a similar role or related business field utilizing these skills.
* Previous experience in collections or loan processing is desirable.