POSITION SUMMARY

The Member Solutions Specialist II is responsible for preserving the credit union's assets by controlling delinquent loan accounts, collecting delinquent loan payments, working later stage accounts, training and development of Member Solutions Specialists I, managing repossession accounts, legal accounts, charge offs, and recovering collateral.

POSITION RESPONSIBILITIES

General Responsibilities

• Training and development of new hires to the Member Solutions department.
• Develop and maintain training manuals and departmental procedures for the Member Solutions department.
• Handles escalated and/or complex calls and member resolution decision making.
• Monitor and maintain the 60 day delinquent accounts by contacting members and coborrowers via telephone, email, and mail to determine the reasons for delinquency. Make recommendations to management regarding potential litigation, repossession, foreclosure, and charge offs.
• Arrange for debt repayment or establish repayment schedules, based on members' financial situations to bring accounts to a current status. Analyze financial situation of delinquent borrowers; make recommendations to liquidate collateral or foreclose when other arrangements to bring the loan current are unsuccessful; offer financial counseling sources, repayments plans, deferments, rewrites forbearances, etc.
• Maintain a professional image of the credit union in dealing with members: provide helpful, friendly assistance, upgrade knowledge of financial products and protect member confidentiality.
• Skip trace on accounts including contacting references, other lenders, and other sources of information by telephone for additional information to determine the member's financial situation.
• Input data into the credit union's collection system, maintain an accurate record of communication and generate reports as requested.
• Maintain accurate data for repossession log, charge-off list, etc.
• Assist members with delinquent real-estate loans and taxes to resolve delinquency.
• Manage deceased accounts regarding collection matters including but not limited to filing estate claims, recommending special administrations when appropriate, recovering collateral, and recommending for charge off.
• Complete and monitor repossession activities including self-help repossession, replevin actions, disposition of collateral, application of sale proceeds, and proper notification to borrowers.
• Recommends and prepares legal referrals and documentation for replevins, wage garnishments, small claims, and large claims actions.
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related and required by one's duties.
• Complies with all aspects of BSA/AML and OFAC regulations as it relates to this position.
• Additional duties as assigned.

EDUCATION AND EXPERIENCE

• High school diploma or GED.
• Minimum of three or more years of complex experience in collections within a financial institution.

KEY COMPETENCIES

• To assure member service is top priority; treat members and other employees professionally with courtesy and respect, always handle situations with the strictest of confidentiality.
• To have a thorough knowledge of the job, including knowledge of Fair Debt Collections Practices Act; to be knowledgeable and in compliance with all bankruptcy laws and restrictions on collections and member contact, to be knowledgeable and in compliance with all repossession laws and other laws surrounding debt collection; rarely need to ask questions.
• To use sound judgment when making decisions in normal situations. Keeps management informed regarding key operational issues affecting the department.
• To be a good team player, assisting other areas of the department as needed; occasionally identify and resolve issues outside the normal scope of responsibility; occasionally make recommendations for operational improvements.
• To continually expand knowledge and develop skills.
• Excellent communication and interpersonal skills to effectively serve all levels of the organization as well as members of the Credit Union.
• Computer skills including, but not limited to, Microsoft Office, Internet, General typing and 10-key calculator.
• Conscientious, attention to detail, performs accurate work with respect for regulations and standards.
• Ability to work at a steady, even pace, and has a high aptitude for work that is mechanical or technical in nature.
• Possess a working knowledge of all relevant Banking Rules and Regulations.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.