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The Credit Union CTR serves as a key support for the company’s skip recovery operations team. The team primarily provides operational and administrative support to the skip representatives while acting as the central liaison between the skip team, credit unions, and insurance carriers. Core responsibilities include:
Claim documentation support
Fee request submission
Request tracking
Responding to internal and external inquiries
Resolving issues related to accounts, claims, and recovery processes while maintaining high service standards
Qualifications
Associate’s degree or equivalent required; bachelor’s degree preferred
Minimum one (1) year of call center, customer service, or related industry experience
Experience with multi-line phone systems preferred
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
Requirements
Deliver prompt and accurate support for client and debtor requests utilizing proprietary systems and communication tools
Maintain in-depth knowledge of assigned portfolios (e.g., ARM, PreSkip, Direct) to ensure accuracy and consistency in communications
Manage inbound client communications, provide status updates, and perform research to support operational decision-making
Process and fulfill client requests in alignment with established service level expectations
Respond to internal team requests in a timely and professional manner
Monitor account holds and ensure appropriate follow-up actions are completed
Have full knowledge of assigned portfolios (ARM, PreSkip, Direct, Etc.) to ensure accuracy of information when providing info to clients, fellow teammates, and management
Maintain inbox management standards, ensuring all communications are addressed within the same business day
Escalate complex issues or unclear requests to leadership as appropriate
Communicate effectively with internal and external stakeholders to ensure clarity and resolution
Identify trends and opportunities for process improvement and communicate findings to leadership
Benefits
Competitive compensation package
Full suite of medical benefits, including dental, vision, 401k, pet insurance and more!
