Member Payment Solutions Specialist (Collections Specialist)

About the Role

At CME, we believe in Banking That Has Your Back. As an employer ranked among the Best Employers in Ohio and a recipient of several Top Work Places awards, we support our Associates with a range of benefits, including strong work/life balance, 4 weeks of paid time off, paid holidays, maternity/paternity leave, pet bereavement leave, a robust health and wellness program, an annual Mental Health Day, a 401(k) match of up to 6%, monthly incentives, and annual bonus potential.

Responsibilities

• Protect the assets of the credit union by performing all collection activities and lowering delinquencies for loans and deposit accounts.
• Maintain delinquency at a minimum by collecting the current goal percentage for the beginning 60+ day delinquent queue monthly.
• Attempt telephone contact with members over 30 days past due at least every other working day.
• Proficiently manage accounts that are 30-60-90+ days past due.
• Initiate skip-tracing procedures after 5 unsuccessful phone attempts.
• Accurately record all member communications, promises to pay, and updates in the Symitar/Meridian Xpress Collect System.
• Ensure no delinquent accounts have outdated follow-up dates.
• Communicate a clear sense of urgency with specific due dates while maintaining professionalism and empathy.
• Secure specific payment commitments from members to bring accounts current.
• Recommend accounts for small claims, repossession, or legal actions where necessary.
• Provide backup support across the Member Payment Solutions team, including for bankruptcies, claims, and deceased accounts.

Qualifications

• High school diploma or equivalent.
• At least 1 year of collections or equivalent experience.
• Financial institution experience preferred.

Skills

• Approachable and empathetic with good communication skills.
• Detail and solution-oriented.
• Knowledgeable and an independent thinker.

Benefits

• Strong work/life balance.
• 4 weeks of paid time off each year.
• Paid holidays every year.
• Maternity/paternity leave.
• Pet bereavement leave.
• A strong health and wellness program with health and financial rewards.
• Annual Mental Health Day.
• 401(k) match of up to 6%.
• Monthly incentives and annual bonus potential.