Member Solutions Agent

Join the Air Academy Credit Union team and become a trusted ally for our members!

We’re looking for an experienced Member Solutions (Collections) Agent to help members get back on track financially. In this role, you’ll use your strong communication skills, positive attitude, and problem-solving abilities to make a real difference in a fast-paced environment.

Recognized as a Gazette Best Workplace since 2017, we’re committed to improving the lives of our members and communities by doing what is right, not what is easy. We want to exceed the expectations of anyone who comes our way by providing custom, caring financial solutions. With assets over $800 million and over 44,000 members, we walk alongside our members on their financial journey. Their goals are our goals and building stronger communities is what we do. Each year, AACU gives time, money, and resources to numerous community organizations, projects, and programs.

Summary

The purpose of this position is to support the Member Solutions Manager/Department in all aspects of the collection activity.

Job Responsibilities 

• Manage Delinquent Accounts: Contact members via phone, mail, or email to resolve overdue payments, establish repayment arrangements and solutions, and minimize charge-offs.
• Perform Collection Activities: Use telephone as the primary contact method, record all interactions in collection software, and conduct skip tracing when necessary.
• Manage Repossession: Send required notices and ensure all steps are completed correctly before and after collateral is taken. Prepare title work for collateral sale, update credit reports after the sale, and issue letters regarding any remaining deficiency balance.
• Maintain Accounts and Credit Reports: Process payments, update credit profiles via E-Oscar or manually, handle credit disputes, and manage account closures/charge offs.
• Assist with Insurance and Claims: Research forced-placed insurance issues, work with members and insurance companies on claims related to delinquent accounts, and process repo-related expenses and deficiencies.

Core Competencies

• Collections and Negotiation Skills: Ability to effectively contact and negotiate with members to resolve delinquent accounts, establish payment arrangements, and offer alternative solutions.
• Organizational and Time Management: Ability to manage multiple priorities such as skip tracing, repossessions, member calls while maintaining attention to detail and compliance standards.
• Regulatory and Compliance Knowledge: Strong understanding of Fair Debt Collection Practices Act (FDCPA), Bank Secrecy Act, and other applicable collection laws, with commitment to staying current on legislative changes.
• Communication and Interpersonal Skills: Excellent verbal and written communication skills for interacting with members and internal teams in a professional, courteous, and respectful manner.
• Analytical and Problem-Solving Ability: Skilled in researching accounts, resolving disputes, processing credit report corrections, and determining appropriate recovery actions.
• Technical Proficiency: Competence in using collection software, credit reporting systems (e.g., E-Oscar), and processing payments and account updates accurately.
• Team Collaboration and Adaptability: Supports team members as needed.
• Customer Service Orientation: Demonstrates commitment to providing quality service to internal and external customers while upholding organizational core values of Responsibility, Education, Inclusiveness, and Growth.

Job Requirements:

• High school diploma or equivalent.
• Excellent communication and organizational skills.
• Strong attention to detail.
• One-year collections or banking experience preferred.
• Ability to work in a high volume, fast-paced environment.
• Manage daily work and meet deadlines.
• Typical work hours: Monday – Friday, 8 am – 5 pm.

Pay Information:

The pay ranges represent the low and high end of the base salary range for this position.

Grade Value 700: $19.00 - $24.52

Training Information:

Paid training will be held at our corporate headquarters in Colorado Springs, CO, Monday through Friday, 9:00am - 5:00pm, in early 2026.

We love our family-like culture here at AACU. Our full-time employees enjoy a great benefits package, including paid sick and vacation days, comprehensive medical, dental, and vision plans, along with an outstanding 401K plan. Additionally, full-time employees are eligible for our tuition reimbursement program after 90 days of employment and we’ll assist you with your professional goals. Join our team and be a part of a company whose members’ and employees’ dreams are our passion.

AACU is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, familial status, ancestry, national origin, disability, status as a protected veteran or any other status protected by local, state, or federal law. We perform pre-employment drug testing, consumer credit history checks and criminal background checks.