Financial Solutions Specialist I

About the role

The Financial Solutions Specialist I is responsible for performing collection activities for delinquent member accounts, including credit cards, lines of credit, unsecured loans, vehicle loans, signature loans, real estate loans, and home equity lines of credit. This role involves contacting delinquent members to discuss repayment options, resolving past-due balances, and minimizing losses. The position also requires maintaining accurate documentation and providing a solution-oriented member experience.

Responsibilities

• Responds to member inquiries by phone, email, and other communication channels regarding delinquent accounts, payment options, and account resolution.
• Performs collection activities on delinquent member accounts, including credit cards, lines of credit, unsecured loans, vehicle loans, signature loans, real estate loans, and home equity lines of credit.
• Contact delinquent members to discuss account status, identify the causes of delinquency, and establish appropriate repayment arrangements or other available solutions.
• Utilizes approved collection tools and techniques, including account research, skip tracing, correspondence, and other collection methods, to resolve delinquent accounts and minimize losses.
• Maintains accurate and timely documentation of member interactions, collection efforts, payment arrangements, and account status within the Credit Union's collection system.
• Provides a solution-oriented member experience that supports the Credit Union's mission, vision, and strategic objectives while balancing member service with sound risk management practices.
• Assists with departmental administrative duties, including correspondence, reports, recordkeeping, and special projects assigned.
• Maintains the confidentiality of member information and demonstrates a professional, team-oriented, and member-focused approach.
• Keeps management informed of significant collection issues or trends and remains current on applicable policies, procedures, and regulatory requirements.
• Reports unusual or suspicious activity in accordance with the Credit Union's Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) Program requirements.
• Completes all required compliance and regulatory training, including annual BSA/AML training.

Requirements

• High school diploma or equivalent required.
• Associate degree or college coursework in business, finance, or related field preferred.
• Minimum of one (1) year of experience in collections, customer service, financial services, or a related field preferred.
• Experience in a credit union or financial institution is a plus.

Key Competencies

• Proficient in Microsoft Office applications.
• Ability to learn and effectively use the Credit Union's core processing system, collections software, and other business applications.
• Basic knowledge of collection practices, lending products, and member service principles.
• Strong verbal and written communication skills.
• Effective negotiation, problem-solving, and conflict resolution skills.
• Strong organizational skills with attention to detail and the ability to prioritize multiple tasks.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work independently and collaboratively in a team environment.