Member Solutions Specialist (Collection Specialist)

Title: Member Solutions Specialist

Reports To: Solutions Manager

Purpose

The Member Solutions Specialist (MSS) is responsible for assisting members in bringing loans and accounts current during times of financial difficulty. This role emphasizes using compassion and collaboration along with industry knowledge and products to help members navigate into a better position of financial health, while holding them accountable to their commitments to GNCU.

The MSS role revolves around communication with members, including a large volume of outbound calls and emails, and documentation of members’ circumstances and stated intent. MSS’ utilize a variety of tools to develop repayment plans including: scheduling and processing payments; facilitating loan modifications, deferments, or restructurings; and connecting members to appropriate resources. These communications play a pivotal role in maintaining the delinquency ratio of the credit union and helping our members avoid escalated collection actions.

The MSS role goes beyond a simple collection approach to delinquent accounts and focuses on building a relationship of trust and respect with our membership towards a mutually beneficial solution. This is not a commission-based position.

This role is based in-branch, Monday through Friday from 9:00 AM to 5:00 PM, with the potential to transition to a hybrid remote schedule after 9–12 months, based on performance and business needs.

Duties and Responsibilities

· Prepare and send out mail recovery efforts daily

· Follow department schedule for member calls, logging all call details in the core system

· Achieving an average of up to 40 outbound calls daily

· Provide creative and individualized repayment terms to fit the needs of the member and the credit union.

· Advise management on loan charge off decisions and collection effort escalation based on member interactions

· Prepare share and draft account charge off recommendation monthly

· Provide exceptional member service: consistently taking ownership of the entire member solution experience and coordinating with other departments as necessary

· Achieve connection and service in 75% of reviewed calls

· Accurately process transactions for loan payments and transfers

· Manage workflow of daily promise sheet, active modification log, and third party contact efforts

· Actively engage in Good Neighbors culture through participation in group meetings, trainings, and volunteer events throughout the year

· Maintain confidentiality and adhere to all credit union policies, procedures, and compliance standards

· Represent the Good Neighbor Experience by building trust, educating members, and fostering long-term relationships in service without judgment

· Understand and clearly explain loan terms, conditions, rates, and payment expectations to members

· Make collaborative decisions with solutions manager for advanced strategies for member accounts

Education and Experience

· Required High School Diploma or GED Equivalent

· Preferred 3 years of experience with customer service or philanthropic pursuits

Knowledge, Skills, and Abilities

· Knowledge of credit union lending products and repayment methods

· Ability to work independently, manage task prioritization, and deadlines.

· Excellent communication and interpersonal skills.

· Ability to navigate a large volume of outbound calls and remain organized when navigating between different streams of incoming member responses

· Proficiency with standard banking software systems, Microsoft Office, and office equipment.

· Ability to maintain confidentiality and exercise sound judgment in all member and staff interactions.

· Commitment to providing exceptional member service and supporting the credit union’s mission and values.

· Utilize provided resources to assist in moving quickly between tasks without compromising accuracy.

Compensation:

$22.00 hr.

Pay: $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid sick time
• Paid time off
• Paid training
• Parental leave
• Vision insurance

Work Location: In person

Salary : $22