Member Solutions Specialist II

Status: Full-Time/Non-Exempt

Location: Cerritos

Reports To: Member Solutions Manager/Member Solutions Dept.

Level: Non-Management

Job Summary:

The Member Solutions Specialist II is responsible for the control of late and/or delinquent loan accounts and pending late payment reminders. The experienced Member Solutions Specialist II will communicate with members to resolve and mitigate any potential losses. The accounts will include Consumer, VISA Credit Card, and Real Estate Loans. Requirements include strong leadership skills and ability to research and negotiate with members. Must be able to work independently as well as, communicate effectively with members and staff members alike.

Essential Job Functions:

· Contact members to determine reason for delinquency and obtain payment commitments. Outbound/inbound calls are non-routine and may require skip-tracing.

· Negotiate repayment plans; handle most complex collection inquiries and issues.

· Provide assistance in compiling statistical reports and other special projects.

· Review and evaluate accounts and determine what type of recovery is necessary; refer to Manager for final review and decision.

· Review and evaluate Bankruptcy notices to determine if any type of recovery is feasible; filing Proof of Claims when necessary; review for fraud and follow-up with status of the Bankruptcy; manage and maintain Bankruptcy Tracking Report.

· Review Auto Loan accounts that need to be assigned for Repossession or have been impounded; follow-up with repo agents and skip-trace if needed.

· Repossessed vehicle will require Member Solutions Specialist II to fully process and prepare vehicle for auction sale (e.g. Notice of Intent, vehicle prep prior to sale, ensure delivery to auction site); manage and maintain Repossession Tracking Report.

· Prepare and file Small Claims when necessary; if judgments are granted, ensure judgments are enforced by preparing Writs to enforce judgments.

· Assist with accounts that are in legal or assigned to an attorney for civil suit.

· Assist with preparing loan modifications.

· Assist with short sale preparations.

· Review charged-off loans and contact all members for payment arrangements, skip-trace for assets; enforce judgments and prepare Writs for wage garnishments or bank levies.

· Assist with the foreclosure process on delinquent real estate secured loans from initial referral to foreclosure auction sale.

· Work with members to review and offer financial hardship deferments.

· Work with auto insurance companies when a member’s vehicle has been deemed a total loss and file GAP claims on behalf of members when necessary.

· Review lien sale notices received from impound and tow companies.

· Respond to online credit disputes received in e-OSCAR by reviewing members’ dispute and performing an audit on the account that is being disputed.

· Review returned deposit notifications received by accounting and take necessary actions to avoid any losses to the credit union.

· Review and provide posting instructions for debt protection claim payment received via ACH from SWBC.

· All other duties as assigned or requested by Member Solutions Manager.

· This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

• High School degree or equivalent.
• 2 years of similar or related experience, including preparatory experience.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment.
• Must be bondable.
• Familiar with FDCPA laws.
• Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.

Physical Demands and Work Environment:

The physical demands described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 30 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals, keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger) to attend court hearings. Must be capable of regular, reliable, and timely attendance. The employee is frequently required to talk or hear, walk, reach with hands and arms; and

stoop, or kneel. Specific vision abilities required to by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements:

The employee must be able to perform job functions with supervision and work effectively either on their own or as part of a team. Must be able to read and conduct various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively manage multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.

Job Type: Full-time

Pay: $23.27 - $34.91 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Cerritos, CA: Relocate before starting work (Required)

Work Location: In person