Member Resolution Representative - Collections (Mortgages)

Come join our GTE Financial team!

We are looking for an organized, professional, strategic individual to join as a Member Resolution Representative I. The Member Resolution Representative is responsible for the oversight and management of delinquency and monetary losses on all the various products and services offered by GTE Financial, including, but not limited to consumer loans, credit cards, mortgages and deposit account.

The Member Resolution Representative will interface with credit union members, other GTE employees, and other parties related to the applicable loan or other product to determine the reason(s) for delinquency and to then determine and implement appropriate course of action to resolve the delinquency. Resolution methods include taking voluntary payments, transferring available funds from other account, with authorization from the account owner, transferring available funds to exercise the credit union’s right to offset, identifying or responding to a member’s need for assistance, negotiating and accepting payment arrangements (within scope of authority to do so), and recommending accounts for further action, such as repossession.

What does GTE look for in a Member Resolution Representative I?

Collections:

• Ability to manage a portfolio (queue) of assigned loans and/or accounts to effectively control delinquency and prevent monetary losses. Assigned loans and/or accounts may include, but are not limited to consumer loans, vehicle loans, credit cards, mortgages, lines of credit and commercial loans, as well as checking, savings or other deposit accounts.
• Make outbound and receive inbound calls, based on departmental needs.
• Document all interactions with members or other parties, as applicable, by entering account notes into the system of record for all accounts or loans worked. Notes must be fact-based, accurate and include relevant details. Notes must be entered in a timely manner. Must obtain and retain relevant supporting documentation, as applicable.
• Follow FNMA and CFPB guidelines for right-party contact and borrower communication.
• Educate borrowers on payment options, due dates, and potential consequences of delinquency.
• Identify borrowers who qualify for loss mitigation and transfer them to the appropriate team. Offer repayment plans or reinstatement options when applicable. Ensure accurate documentation of borrower hardship and financial circumstances.
• Recognize when a borrower is in an active bankruptcy status and escalate appropriately.
• Perform skip tracing, as required.
• Receive, transfer and process payments based on established departmental procedures and guidelines.
• Make decisions on when to exercise the credit union’s right of offset, as applicable.
• Balance cash drawer daily.
• Provide support and cooperation for all functions and duties within the Member Resolution Department and organization to ensure seamless transition between processes, teams and departments. Performs all other tasks and duties, as assigned.
• Applicable to employees when responsible for collection efforts on mortgage loans: Ensure full compliance with Fannie Mae, FHA, VA, NCUA, and CFPB servicing requirements. Stay current with FNMA servicing guide updates, regulatory changes, and investor requirements by participating in regular training sessions, and industry webinars.

Experience:

• Communicate in a positive and professional manner, always, and under all circumstances. This includes both verbal and written communications.
• Demonstrate active listening and effective negotiation skills. Consistently seeks positive and mutually beneficial solutions.
• Demonstrate ability to work both independently, and as a team member, while using discretion in making decisions and sound judgment in solving problems. Demonstrate ability to adapt to changing work responsibilities and conditions.
• Demonstrate a working knowledge of relevant software or platforms including the core operating system (OSI/DNA), collection package (Temenos), and commonly used office software such as, but not limited to Word, Excel and Outlook.

Operational Support:

• Must demonstrate a fundamental knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
• Qualify For NMLS registration according to the Safe Act.
• Bilingual preferred (English/Spanish).

Required Qualifications:

• High school diploma or equivalent
• Member Resolution Representative I requires 0 to 2 years of experience in collections, preferably with a financial institution or combination of education/experience.

Position Details:

• Location: Downtown Tampa – GTE Headquarter
• Department Hours: Monday– Friday - 8:00 am to 5:00 pm

Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

This position is classified as hybrid and may be modified by management at any time, with advance notice provided whenever possible.

Employees are required to maintain a consistent onsite work schedule and report to the Headquarters a minimum of two days per week.

Required for Hybrid Work:

• A quiet workplace so you can focus on delivering excellent service to our members.
• Some positions will require performance standards to be met to qualify for alternative work arrangements.
• Required to have power and high-speed internet over 100MB (minimum).
• Video capability (connection of 1.5 Mbps up and down recommended).
• Candidates must provide and meet all technical requirements prior to the first day of training.
• Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

Come and join our award-winning team!

GTE Financial is an Equal Opportunity Employer.

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE Reserves the right to revise or change job duties at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Welcome

Our growth is creating opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! So once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!

Thanks for your interest in working on our team!

About Us

GTE is proud to be recognized as one of America’s Greatest Workplaces for Midsize Companies and a Most Loved Workplace by Newsweek, one of the Best Credit Unions to Work for by American Banker, a top workplace by both the Tampa Bay Business Journal and Tampa Bay Times, and one of the Best Places to Work for Women by Best Companies Group. These honors highlight our award-winning culture, employee experience, and commitment to members.

Why GTE?

Total Rewards – Competitive pay, robust insurance, wellness programs, retirement plans, generous time off.

Career Growth – Tuition assistance, leadership development, certifications, and ongoing learning.

Work-Life Balance – Flexible schedules and benefits that support your well-being.

Community Impact – We actively invest in local charities and volunteer efforts.

Purpose-Driven Work – Help deliver financial solutions that truly make a difference.

Join a team that’s bold, impactful, and nationally recognized.