Member Solutions Associate

Position Summary

Responsible for performing collection activities across all credit union products, including consumer, commercial, real estate and depository accounts. This includes overdrawn accounts, credit cards, lines of credit (secured and unsecured), signature loans, auto loans, as well as mortgage secured loans such as home equity loans. Reviews delinquent accounts to assess the status and determine the root causes of delinquency. Initiates contact with members to resolve outstanding balances and applies appropriate collection strategies to ensure timely and effective recovery.

Essential Functions

• Manage an assigned queue(s) by ensuring timely follow-up and resolution.
• Initiate contact with members via phone, text, email, and other written communication methods to discuss delinquent accounts and explore repayment options.
• Build rapport with members by demonstrating empathy, professionalism and commitment to helping them resolve financial challenges.
• Collaborate with members to create realistic repayment plans and accurately record all interactions and agreements in the system.
• Use appropriate and compliant collection strategies tailored to each situation to recover delinquent funds effectively.
• Assist in locating members with approved skip tracing tools and resources.
• Work closely with internal teams to resolve account issues and support member needs.
• Handle sensitive member information with discretion and adhere to all applicable regulations and internal policies.
• Contribute to a collaborative and respectful team culture by maintaining a professional attitude, supporting peers and engaging in constructive communication.
• Attend training sessions and stay informed about updates to policies, procedures, and regulatory changes.
• Operate within the credit union’s phone system to manage inbound and outbound calls efficiently. Maintain availability during scheduled hours to assist members and support internal team needs.
• Provide timely updates to management regarding account trends, member concerns and any issues that may impact collection efforts or member relationships.
• Support departmental and organizational needs by completing additional tasks and responsibilities as required.