Consumer Default Counselor

About the role

• Primary Location: 5519 Glenwood Hills Pkwy, Grand Rapids, MI 49512
• Employee Status: Full-Time
• Workplace Type: Fully On-Site

About this position

LMCU is looking for a Consumer Default Counselor who will preserve the Credit Union's assets by controlling delinquent loan or share accounts, collecting delinquent loan payments and/or recovering collateral. This position focuses on consistent outbound and inbound contact, payment reminder activity, basic repayment arrangement negotiation, accurate documentation, and professional service aligned with established policies and regulatory requirements.

What you'll do

• High volume of contacting delinquent accounts by phone and mail and takes appropriate action to bring accounts current. Assists members in processing delinquent loan payments over the phone or with tellers in branch. Keeps updated notes regarding the member status and agreements.
• Analyzes financial situation of delinquent borrowers and makes recommendations to set up payment plans and bring outstanding accounts current on a case-by-case basis utilizing both short- and long-term solutions.
• Maintains accurate files and notes, reports on all collection activity, and accurately documents member conversations. Utilizes various sources and systems to collect necessary information, including but not limited to Symitar, Lexus Nexus, and Credit Bureau data.
• Makes recommendations to repossess collateral when other arrangements to bring the loan current are unsuccessful.
• Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What you'll bring

• High school diploma or equivalent and less than one year of related or preparatory experience.
• Ability to quickly learn and effectively use systems and tools such as Symitar, LexisNexis, Accurate, Credit Bureau platforms, Framework, and social media applications.
• Strong communication, customer service, conflict resolution, and relationship-building skills.
• Excellent organizational skills with the ability to manage work queues, prioritize competing deadlines, and adapt in a fast-paced environment.
• Ability to work independently and collaboratively while maintaining accuracy, professionalism, and attention to detail.
• Strong computer proficiency, basic mathematical aptitude, and the ability to follow written and verbal instructions.
• Proven ability to handle confidential information with discretion and exercise sound judgment.
• Dependable attendance and a commitment to delivering high-quality work in a timely manner.

What you'll get

• All Employees: weekly pay and retirement savings options.
• Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
• To see a full list of our benefit offerings, check out this helpful guide!

• If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. BOX 2848, Grand Rapids, MI 49501-2848.
• LMCU is an Equal Opportunity Employer