Member Solutions Agent

Key Responsibilities

• Proactively contact members via compliant channels to resolve delinquency using a supportive, solution-oriented tone.

• Build trust through empathetic communication, active listening, and collaborative problem-solving.

• Educate members on budgeting resources, payment solutions, hardship programs, and counseling referrals.

• Balance recovery efforts with relationship stewardship and long-term member retention.

• Handle a full range of loan types (consumer loans, credit cards, HELOCs/closed-end real estate, and select small business loans) within policy and authority.

• Negotiate and implement payment plans, extensions, hardship options, and workout arrangements.

• Monitor and work assigned queues daily, ensuring timely follow-up and proactive outreach.

• Perform skip tracing using approved tools to locate members or collateral.

• Recommend repossession assignments for vehicle collateral when necessary and in accordance with policy.

• Follow escalation paths for severe delinquency, suspected fraud, or non-responsive accounts.

• Document all member interactions thoroughly and accurately for audit and regulatory purposes.

• Ensure all communications comply with FDCPA, FCRA, UDAAP, TCPA, SCRA, state regulations, and internal policies.

• Maintain data privacy, proper authentication, and secure handling of member information at all times.

• Respond appropriately to bankruptcy notifications and ensure compliance with automatic stays.

• Adhere to QA scorecards, call recording standards, and NCUA guidance.

• Partner with internal teams to ensure consistent member experiences across the credit union.

• Recommend process improvements to better support members experiencing hardship.

• Uphold and model the Member Solutions culture of empathy, accountability, and education.

• Perform other job-related duties as assigned.

Knowledge, Skills and Abilities

Required Qualifications

• High school diploma or GED.

• One to three years of similar or related experience (collections, lending, member service, or call center).

• Strong communication, problem-solving, and conflict-resolution skills.

• Ability to adapt within a fast-paced, member-centered environment.

• Team-focused, accountable, and committed to member financial success.

• General computer proficiency and ability to learn new systems.

• Professional appearance and willingness to work flexible hours as needed.

• Aptitude for figures and the ability to interact pleasantly and effectively with people

The Member Solutions Agent supports the financial stability of members who are experiencing hardship. This role centers on empathy, relationship building, and collaborative problem‑solving while maintaining accountability for the credit union’s loan portfolio.

You will work directly with members to understand their financial situation, explore solutions, and empower them with tools and resources that support long‑term financial well‑being. The Member Solutions philosophy is rooted in respect, dignity, education, and a solutions‑focused approach rather than punitive or transactional collections tactics.