Member Solutions Specialist

POSITION SUMMARY 

Responsible for proactively facilitating discussions with members to resolve overdue accounts, thereby minimizing financial losses for both the credit union and its members, all while upholding a standard of excellence in member service and professionalism when handling challenging and sensitive matters. Conducts proactive follow-ups on past-due and delinquent accounts through various channels, including telephone, in-person interactions, and written correspondence. Performs comprehensive research on loan and credit card accounts to assess their current status. Collaborates with the Loss Prevention Manager to support and facilitate all collection-related initiatives. 

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES 

Knowledge of collection concepts and practices. Knowledge of Credit Union products, services, policies, and procedures. Must have a member-centric mindset and ability to communicate clearly, both verbally and in writing. Strong telephone, typing, calculator, communication, and organizational skills. Knowledge of the fundamentals of lending and loan collection concepts and practices. Basic understanding of compliance and regulatory requirements related to the legal aspects of collection, bankruptcy, and repossession. Possess analytical, problem-solving, and decision-making skills. Proficient in Windows, Microsoft Office Suite, and various digital platforms. Must be bondable. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Initiate communication with members to engage in negotiations for payment arrangements related to consumer loans and negative shares, while also investigating the reasons behind the delinquency. Provide constructive recommendations on how members can fulfill their obligations and propose alternative repayment options. 

• Thoroughly and professionally record account details and collection efforts. Demonstrate empathy and strive to find solutions while preserving the borrower's dignity throughout the process. 


• Handle member and staff inquiries regarding delinquent accounts. 


• Prepare collection letters for delinquent or over-the-limit loans and credit card accounts. 


• Research records, make collection calls, and assist in the collection of delinquent loan and credit card accounts. 


• Post charge-off loan payments, phone payments and other payments when necessary. 


• Process all two-party return checks.


• Locate members through skip-tracing databases to make contact, find employment, and find assets.


• Responsible for gathering information and making recommendations on Loan Modifications, Temporary Deferments, Skip Pays and Temporary Reduction in payment.


• Prioritize workload to meet or exceed monthly collection and contact goals.


• Supports credit union goals and objectives and actively participates in training sessions and special promotions. 


• Stays informed on credit union products, services, procedures, new developments, and knowledge of the competition and their products.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local laws. Must be bondable. 

Benefits:

• 401(k)


• 401(k) matching


• Dental insurance


• Employee assistance program


• Employee discount


• Flexible spending account


• Health insurance


• Paid time off


• Tuition reimbursement


• Vision insurance

Work Location: In person