Collections/Member Solutions Specialist

About the role

We believe the responsibility of working with members and protecting the credit union's assets is a critical component of our cooperative promise. As our Collections Solutions Specialist, you will build relationships with members to help during difficult and often stressful times. You’ll actively engage in problem‑solving, identifying options to help members get back on track, to ensure a solid financial future and help minimize losses to the member and to the credit union. If applying your financial expertise to create meaningful solutions in a fast‑paced, growing, collaborative environment sounds like your perfect opportunity – we’d like to hear from you!

Responsibilities

• Provide outstanding, helpful service in every member interaction; display sensitivity and proactively seek alternatives to assist members.
• Contact members by telephone, written communication, and occasionally in‑person interactions.
• Demonstrate exceptional listening and communication skills; respond effectively to de‑escalate and resolve challenging interactions.
• Utilize ability to prioritize and attention to detail by ensuring member contact is timely and well‑documented.
• Partner with team members across the credit union to create, propose, and implement solutions for members, ensuring resolutions are appropriate, timely, and in compliance with credit union policies and regulations.

Qualifications

• High school diploma and some secondary education or experience in a related field.
• Two or more years of experience in collections, lending, or a related field.
• Knowledge of the Wisconsin Consumer Act, Fair Debt Collection Practices Act, and Fair Credit Reporting Act is a plus.
• Familiarity with Microsoft Office Suite, web‑based software, and financial services platforms; experience with Temenos is a plus.
• Proven verbal and written communication skills.
• Effective problem‑solving abilities.
• Strong data analysis skills.