TITLE: MEMBER CARE RESEARCH SPECIALIST
STATUS: NON-EXEMPT
REPORT TO: SUPERVISOR - MEMBER CARE SUPPORT
DEPARTMENT: MEMBER CARE
JOB CODE: 1764
PAY SCALE: $22.09 - $26.00 HOURLY
GENERAL DESCRIPTION:
The Member Care Research Specialist is responsible for monitoring and evaluating department production data used in various department and Executive reports. Assists in finalizing month-end processes by collaborating with accounting and Member Care Analyst to finalize monthly board reports. The representative will also lead initiatives and represent Member Care Support as a subject matter expert (SME) and be responsible for solving outages. Prepare and summarize delinquency results on recovery strategy for management. Assists with vendor management and on boarding activities including invoice processing.
TASKS, DUTIES, FUNCTIONS:
1. Independently gather, prepare, and process research information into complex reports and documents for all levels of staff in Member Care, Accounting, and Lending Administration.
2. Complete a wide range of tasks through the use of a personal computer, including statistics and tables, that require a high level of computer proficiency in Microsoft Word and Excel.
3. Manage the POTLOSS report (monthly and quarterly) for Member Care.
4. Determine accounts that qualify for charge-off per Golden 1 guidelines.
5. Ensure the charge-off process follows accounting principles.
6. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
7. Research, and organize statistical data from recovery results to create ad hoc reporting for senior management as needed.
8. Independently gather data and generate Charge off reports related to Negative Shares, Loans, and credit cards.
9. Perform other administrative/critical tasks as follows:

• Prepare the CARRS Sales Tax report (Monthly and Quarterly).
• Prepare multiple weekly/monthly/quarterly reports for management.
• Audit/Quality Control on consumer loan files for completeness, accuracy, and compliance.
• Assist consumer loan QC with administrative tasks.
• Research and assist Accounting and Member Care in balancing various General Ledgers.
• Research member complaints and assist in their resolution.

10. Design and prepare recurring or ad hoc reports for Vice President-Member Care, and other internal customers.
11. Prepare complex reports from multiple data sources to report delinquent loans, charge- offs, vendor performance.
12. Maintain a high-level knowledge of Collection policies and procedures impacting responsibilities and provide guidance to other Reports Analysts.
13. Assist as subject matter expert (SME) of system enhancements, workflow design, system testing, implement automations (bot), and monthly data validation for Member Care.
14. Utilize systems and data to resolve business issues in the most effective and productive manner.
15. Other Duties as assign
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
1. Effective oral and written communication skills required to prepare and maintain logs, records, and reports.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer and other standard office equipment, such as financial calculators, personal computer, 10-key, and telephone.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: Accounting, Compliance, Member Care, and Lending Administration departments.
2. EXTERNAL: None
QUALIFICATIONS:
1. EDUCATION: Bachelor’s degree in related field preferred. Additional working experience may be considered in lieu of a 4-year degree.
2. EXPERIENCE: Three years or more in an analytical function or Loan servicing specializing in reporting functions related work is preferred.
3. KNOWLEDGE/SKILLS: Ability to produce, compile and analyze data generated from data systems in Member Care. Proficient in the usage of Microsoft Word and Excel software. Good oral and written communication for data reporting. Typing skills, ten key, personal computer, facsimile machine. Skillful in managing workflow to produce reports timely, efficiently, and accurately. Good interpersonal skills, administrative and clerical skills.
PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
LICENSES / CERTIFICATIONS:
None
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
REV. 2.14.2024