Member Solutions Administrator

About the role

Under the direction of the Manager, Member Solutions, this role is responsible for supporting the administration of collection and recovery operations, including frontline collections, bankruptcies, estates, repossessions, collateral claims, negative share accounts, and charged-off loans. The position serves as a key operational support resource for the department by managing recovery-related processes, coordinating with attorneys and third-party vendors, processing funds transfers, and maintaining collection documentation. Success in this role requires strong organizational skills, attention to detail, regulatory compliance knowledge, and the ability to manage multiple administrative and collection-related responsibilities in a fast-paced environment.

Responsibilities

• Support Collection and Recovery Operations (30%): Administer daily collection support activities including batch letter processing, funds transfer requests, collection documentation, re-age processing, account monitoring, and frontline collection support.
• Manage Repossession and Total Loss Administration (15%): Process repossession notifications, certified mail tracking, redemption requests, deficiency balance placements, collateral protection insurance claims, and total loss account administration.
• Administer Bankruptcy, Estate, and Legal Accounts (15%): Process bankruptcy, deceased member, legal, foreclosure, and replevin notifications while coordinating documentation and communication with attorneys and external partners.
• Coordinate Internal and External Communications (10%): Monitor department email queues, respond to inquiries, support branch and internal partners, and facilitate communication with attorneys, vendors, and members.
• Maintain Records and Compliance Documentation (10%): Ensure accurate account maintenance, collection records, settlement logs, legal documentation, and regulatory compliance throughout the recovery lifecycle.
• Support Recovery and Skip Tracing Activities (5%): Assist with locating members, documenting collection efforts, maintaining recovery reports, and supporting charged-off loan recovery initiatives.
• Assist with Training and Team Support (5%): Support employee training efforts and provide backup coverage for team members when operational needs are required.
• Contribute to Departmental Success (10%): Complete assigned projects, maintain compliance training requirements, and support continuous improvement efforts within Member Solutions.

A Typical Day In The Role Process daily collection letters, funds transfers, incoming mail, and department email requests. Review and update collection, bankruptcy, legal, estate, and recovery accounts within applicable systems. Coordinate with attorneys regarding bankruptcy filings, legal placements, proof-of-claim submissions, and case closures. Process repossession-related documentation, certified mail notices, redemption requests, and total loss deficiencies. Respond to branch and internal department inquiries regarding collection and recovery accounts. Perform account research, skip tracing activities, and documentation reviews to support recovery efforts. Finalize settlements, maintain tracking logs, prepare correspondence, and support year-end tax reporting processes. Assist team members with operational questions, workflow priorities, and training activities while ensuring compliance with departmental procedures.

Requirements

Most of the work is performed in an office environment and involves prolonged computer use, data entry, document review, telephone communication, and interaction with internal and external business partners. The employee will regularly sit, communicate with others, handle documents, and occasionally transport files or office materials weighing up to 25 pounds. Reasonable accommodations may be made to enable qualified individuals