Member Solutions Specialist I

EFCU Financial isn't just a great place to work - it's a place where you can make a real difference. Recognized as one of the "Best Places to Work" in the Greater Baton Rouge Area, we live by our core values of integrity, innovation, inclusion, and service. These values aren't just words - they shape how we empower our members, uplift our community, and support each other as a team. When you join EFCU Financial, you're not just starting a job. You're helping people achieve financial freedom, build brighter futures, and experience peace of mind. Every interaction, every project, every idea you contribute has the power to change lives.

We offer a comprehensive benefits package to support your health, financial well-being, and work-life balance, including medical, dental, and vision insurance, paid time off, holidays, parental leave, a 401(k) plan with employer contributions, short- and long-term disability, life insurance, a Health Savings Account (HSA), pet insurance, and team member loan discounts. Our incentive plans and employee referral program reward your contributions, while our service awards recognize your dedication.

In the role of a Member Solutions Specialist, you'll connect with members one-on-one to understand the reasons behind delinquent loans or negative balances, offer personalized solutions, and develop plans to bring loan payments current. Along the way, you'll document interactions, resolve payment issues, process insurance claims, and coordinate with partner agencies when needed. You'll also support other departments, assist with reports, and contribute to team development all while serving as a calm, trusted resource during challenging moments. If you're compassionate, organized, and driven to make a difference, this role puts you at the center of member service.

Duties and Responsibilities:

1. Contact and follow-up on delinquent loan and/or negative checking and savings accounts by telephone, email, text message and/or snail mail. Determine the reasons for delinquency and assist members to develop plans to bring loan payments current, including assistance with making payment arrangements, loan modifications and extensions to avoid charge off.
2. Notify co-signers regarding the status of delinquent accounts, when appropriate.
3. Update and log activity on accounts and loans through the Member Solutions system. Maintain a detailed written record of all communications made regarding delinquency.
4. Skip trace to locate members that we have not been able to contact utilizing the skip software, credit bureau reports and other resources as necessary.
5. Assist members by investigating missed post or other payment errors and other concerns they may have. Make corrections in the core system and document appropriately.
6. Ensure proper posting of payments on delinquent accounts including charge-offs, if applicable.
7. Process total loss and Guaranteed Asset Protection (GAP) insurance claims and follow up with member on remaining balances.
8. Upon approval, assign and follow up with third party agents including collateral repossession, skip tracing, attorneys and other vendors as assigned.
9. Educate and assist other departments and Credit Union personnel in the areas of loan delinquencies, negative checking accounts, recoveries, corrective actions, and proper reporting procedures.
10. Prepare reports as requested by management.
11. Complete peer training and department presentations to support team development.
12. Respond to incoming telephone calls, text messages, and emails regarding delinquent accounts. Determining reason for delinquency and the best solution to help members cure delinquency and avoid charge off.
13. Attempt to de-escalate, problem solve and negotiate with upset members.
14. Assist the Assistant Vice President of Member Solutions, the Vice President of Member Solutions and the Chief Audit Executive as needed.
15. Cross-sell Credit Union services when appropriate.
16. Assist in other assigned duties.

Beginning hourly rate between $22.00 - $24.67 per hour based on experience.

Requirements

Critical Knowledge, Skills, and Educational Requirements:

• High School Diploma or equivalent.
• Minimum of 2 to 5 years' experience in collections at a depository financial institution preferred. Prior Credit Union experience is highly desirable.
• Knowledge of:
• Credit Union or regulated financial institution operations, policies and procedures.
• Federal and State financial institution laws and regulations pertaining to deposit, loan and electronic products and services.
• Ability to respond to a competitive and rapidly changing financial service environment.
• Ability to effectively manage many accounts simultaneously.
• Strong communication and interpersonal skills. Ability to project professional and business-like image on behalf of the Credit Union.
• Must be dependable and reliable.
• Must pass all credit and bond requirements.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.
• While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.
• The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.