Payment Resolution Specialist

Lighthouse Credit Union

paid time off, tuition assistance, 401(k), profit sharing

United States, New Hampshire, Dover

Feb 13, 2026

OUR LEADERSHIP PHILOSOPHY

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES

Demonstrates Interpersonal Awareness & Skills

A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication, and contribute beneficially to team dynamics.

Embraces Change & Learning

This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.

Utilizes Critical & Creative Thinking

Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation.

Takes Personal Ownership

This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development.

POSITION SUMMARY
Under the direction of Payment Resolution Management, the Collections Representative is responsible for contacting members with delinquent loans, resolving past-due accounts, and arranging repayment solutions. This role focuses on frontline collection activity, including early-stage outreach, investigating payment issues, and maintaining accurate documentation. The position requires strong communication skills, attention to detail, and the ability to work directly with members to bring accounts current.

Essential Functions & Responsibilities

Initiates outbound contact to members with delinquent loans to discuss past-due balances and set up appropriate repayment arrangements.
Researches and resolves payment discrepancies and disputes by working directly with members and internal departments.
Documents all collection activity including conversations, actions taken, and recommendations to ensure accurate and complete collection notes.
Assists members with extensions, refinancing requests, or other workout solutions, prepares required documentation, and escalates items to management when needed.
Follows all Credit Union policies, including those related to attendance, punctuality, and regulatory compliance within the collections process.

JOB SPECIFICATIONS
* Strong computer skills including proficiency with Microsoft Office Excel and Word.
* Exceptional customer service skills to work with members via telephone, mail, and personal contact in a professional manner.
* Detail-oriented with strong organizational skills.
* A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
* Ability to work independently and as part of a team and individuals outside the company.

EDUCATION, TRAINING & EXPERIENCE
* A high school education or GED.
* 2-3 years of experience in a similar role or related business field utilizing these skills.
* Previous experience in collections or loan processing is desirable.

WORK ARRANGEMENT

The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department.

Back Office Benefits That Work for You

We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

Financial Relief & Support

* Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load.

* Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team.

* Weekly Paychecks - Because waiting two weeks shouldn't be the norm.

* 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting.

Time Off That Respects Your Life

* Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one.

* Volunteer Time Off (VTO) - Give back to your community with paid time to serve.

* PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry.

* Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts.

Health & Wellness

* Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs.

* HSA/FSA Options - Save pre-tax dollars for everyday health expenses.

* Discounted Pet Insurance - Because furry family members deserve care too.

* Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7.

Culture & Connection

* Annual Bonus Program - Celebrate your wins, your teammates' successes, and the Credit Union's growth - together.

* Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more.

* Ongoing Training & Career Growth - We invest in your development from day one.

* Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER