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University of Iowa Community Credit Union Account Resolution Specialist Team Lead in North Liberty, Iowa

Position Summary


Responsible for coaching, monitoring, and supporting Account Resolution Specialists in the effective execution of their duties and assignments. Responsible for ensuring all state, federal and credit union regulations, policies, and guidelines are met. Partners with Account Resolution System Administrator to compile productivity metrics and distribute per documented frequency. Responsible for escalations, both internal and external, assisting with complex issues that may require close interaction with legal counsel. This position will work closely with Vice President / Account Resolutions to develop staff and assist in goal setting. Responsible for staff performance and attendance. Position will work to increase department productivity and profitability through active monitoring of accuracy, consistency of process and continuous process improvement.


At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

Salary range for this position is $103,793.30 - $121,346.42/YR with a progressive benefit package.

Essential Duties and Responsibilities


Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.

  • Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.

  • Always demonstrates a positive member service (internal and external) focus, greeting members and guests with a smile and eye contact immediately upon their arrival. Consistent usage of the members name during contact and always thanking them for their business.

  • Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.

  • Ensures confidentiality of member information.

  • Supports a diverse and inclusive work environment.

  • Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events on an annual basis.

  • Adheres to all state, federal and credit union regulations, policies, and guidelines.

  • Makes collection contacts to delinquent accounts, conducts field calls, and performs any tasks or duties in order to aid in collection of past due accounts.

  • Stays abreast of changes in software, regulations, policies, and industry practices to ensure compliance.

  • Provides support and assistance during internal, state, and federal audits and examinations.

  • Assists management in implementation of new products and services as well as ongoing support of current products and services.

  • Makes recommendations for and implements appropriate action for those accounts that cannot be contacted, or on which satisfactory arrangements cannot be made.

  • Maintains the quality, efficiency and accuracy of functions performed by the Account Resolution Staff.

  • Coordinate’s staffing, training, and cross-training within the Account Resolution Department as well as in other departments.

  • Prepares and conducts performance evaluations, prepares documentation for retention in personnel files. Working with HR, recommends and implements disciplinary actions and appropriate staff counseling within the department as needed.

  • Coordinates, tracks, and monitors daily scheduling within those that report directly to this position including overtime, leave of absences, and prepares periodic tracking reports for the Human Resources department.

  • Meets attendance standards to perform job functions including physical presence to provide team oversite, coordination of work, and ongoing feedback.

  • Aids Account Resolution employees in the effective execution of their duties and assignments. This role will actively participate in completing daily collection duties.

  • Communicates with members as needed to resolve issues, escalation issues and/or answer questions and ensure that positive member relations are maintained throughout Collections department.

  • Works closely with Vice President / Account Resolutions Supervisor in developing, documenting, and consistent review and updating of policies and procedures for collections operations, which includes but is not limited to, the ongoing support, compliance, training, coaching, and understanding of collection practices and regulations.

  • Monitors real estate collections and foreclosure procedures to ensure that they are carried out according to established policies.

  • Completes account audits to ensure efforts are exhausted, policies were followed, and best resolution was followed.

  • Stays abreast of changes in collection regulations, policies, and industry practices to ensure continued compliance.

  • Monitors late-stage delinquency to ensure all efforts prior to recommendation for repossession, foreclosure, or charge off.

  • Participates in projects as assigned by Vice President / Account Resolutions Supervisor.

  • Upholds overall team cohesiveness within department.

  • Performs any and all job duties within Account Resolution Department as necessary or assigned.

Job Requirements/Expectations


  • Minimum five years of collection, loss mitigation, and leadership experience with thorough knowledge of consumer credit, real estate, and bankruptcy laws and regulations or equivalent experience.

  • High School Diploma or Equivalent.

  • Accuracy and attention to detail required with a basic understanding of statistical analysis.

  • Interpersonal and leadership skills to represent the Credit Union in a positive way during member and vendor contact.

  • Strong problem-solving skills, attention to detail, project management, and time management skills required to manage and complete multiple assignments and handle large volumes of details in a fast paced and collaborative environment.

  • Ability to provide quality service to coworkers, vendors, and members by phone or in person.

  • Ability to work with minimal supervision and exercise sound judgement.

  • Ability to deal tactfully and efficiently with employees, members, and coworkers.

  • Ability to effectively train, guide, and coach others through phone monitoring and audit.

  • Manage work queues, review, and evaluate work performed, and coordinate collection activity to ensure assigned goals are met.

  • Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.

  • Good oral and interpersonal skills, telephone and email etiquette, and the ability to produce clear and effective written communication.

  • Must be bondable.

  • Must be registered pursuant to requirements of the S.A.F.E. Act.

Reporting Relationship

Reports to Senior Vice President / Account Resolutions.

Supervisory Responsibilities

This position is responsible for the supervision of Account Resolution Specialist I, Account Resolution Specialist II, and Account Resolution Specialist III employees.

Equal Opportunity Employment Statement

GreenState Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.#ID #LI

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ID 2023-3447

Category Account Resolutions

Employment Classification Exempt Full-Time