Bilingual Hardship Solutions Specialist

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Bilingual Hardship Solutions Specialist is responsible for managing a pipeline of loan modification applications for borrowers experiencing financial difficulty, working directly with members to assess their financial situations and develop customized solutions and quality financial counseling. The Hardship Solutions Specialist utilizes a strong understanding of Truliant loan products and services, financial analysis, and regulatory requirements to modify loans in ways that help members meet their obligations while minimizing risk and potential losses to the Credit Union.

Essential Functions and Responsibilities

• Manages a pipeline of modification applications, communicates directly with members to discuss their financial situation and potential modification options.
• Ensures effective follow-up and follow-through with all responsibilities and members, while upholding service level consistent with Truliant's mission and service philosophy.
• Executes loan modifications using customized methodologies, such as consolidation, loan rewrite, forbearance, deferments, extensions, etc. for borrowers experiencing financial difficulty, including residential, consumer, and small commercial loans.
• Reviews and analyzes at-risk loans, borrower financial positions, collateral value, and overall CU risk
• Reviews loan documentation, financial statements, credit reports, basic tax returns, and other relevant data to qualify the willingness and ability to repay a potential workout modification solution.
• Adheres to all policies and procedures related to work out loans and loan modifications for borrowers experiencing hardship.
• Ensures loan files and modifications are executed effectively, accurately, and in compliance.
• Tracks portfolio of modified loans to take corrective action if borrowers fail to meet the modified terms of the agreement, including recommending further restructuring or pursuing legal action.
• Collaborates with the Consumer Real Estate division, legal, Special Assets, and Loss Mitigation teams for all consumer Real Estate Owned accounts.
• Reviews members' accounts and directs employees on next step of resolutions on delinquencies, including identifying problem areas.
• Complies with applicable government regulation and Credit Union polices regarding consumer and lending and collections.
• Collaborates with other departments, such as Risk, Underwriting, Legal, and the other teams within Collections, to coordinate efforts and share insights.
• Makes proactive outreach efforts, such as calls and texts, to borrowers associated with at-risk loans.
• Mentors Collections Specialists on identifying situations of hardship during member interactions.
• Provides overflow collections inbound and outbound call, email, and text support.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have strong understanding of loan products, modification strategies, and credit risk assessment
• Must be skilled in application of standard concepts, practices, procedures, and regulations within the collections and lending environment
• Must have working knowledge of laws and regulations pertaining to Collections and Lending, including FDCPA, FCRA, FACTA, TCPA and fair lending regulations
• Must have excellent analytical skills with ability to evaluate financial situations, propose effective solutions, interact with and provide financial guidance to members experiencing financial difficulty
• Must have excellent communication and negotiation skills in English, both verbal and written
• Must be able to show persistence, determination, tact and accountability
• Must be able to maintain objectivity and emotional stability under pressure
• Must possess the ability to communicate, initiate change, and possess a positive attitude while explaining and supporting organizational decisions, directions and procedures.
• Must have intermediate skills in loan management systems, financial analysis tools, and Microsoft Office Suite
• Must be resourceful and well organized, with strong attention to detail
• Must be able to manage multiple tasks concurrently
• Must have the ability to make recommendations to effectively resolve problems or issues, by using judgment that is consistent with standards, practices, policies and procedures
• Must be able to maintain confidentiality
• Must be able to work in a general office environment
• Must be able to complete assignments with minimal supervision
• Should possess a strong commitment to providing excellent service to Truliant's members

Physical Requirements

• Occasional standing, walking, bending, and stooping required
• Must be able to moderately lift or move up to 5 pounds and occasionally up to 10 pounds

Education and Background

• 3 years of experience in consumer loan underwriting, loan servicing, or workout lending required
• Credit Union Financial Counselor Certification or equivalent preferred
• Bilingual (English/Spanish) skills required

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account