Member Solutions Associate

About the role

This position is responsible for performing collection activities across various credit union products, including consumer, commercial, real estate, and depository accounts. The role involves assessing delinquent accounts, initiating contact with members to resolve outstanding balances, and applying appropriate collection strategies.

Responsibilities

• Manage an assigned queue(s) by ensuring timely follow-up and resolution
• Initiate contact with members via phone, text, email, and other written communication methods to discuss delinquent accounts and explore repayment options
• Build rapport with members by demonstrating empathy, professionalism, and commitment to helping them resolve financial challenges
• Create realistic repayment plans and accurately record all interactions and agreements in the system
• Use appropriate and compliant collection strategies tailored to each situation to recover delinquent funds effectively
• Absorb and utilize approved skip tracing tools and resources
• Work closely with internal teams to resolve account issues and support member needs
• Handle sensitive member information with discretion and adhere to all applicable regulations and internal policies
• Contribute to a collaborative and respectful team culture by maintaining a professional attitude, supporting peers, and engaging in constructive communication
• Attend training sessions and stay informed about updates to policies, procedures, and regulatory changes
• Operate within the credit union's phone system to manage inbound and outbound calls efficiently
• Maintain availability during scheduled hours to assist members and support internal team needs
• Provide timely updates to management regarding account trends, member concerns, and any issues that may impact collection efforts or member relationships
• Support departmental and organizational needs by completing additional tasks and responsibilities as required

Requirements

• Comprehensive medical insurance plan
• Dental and vision insurance
• Generous paid-time-off
• 12 paid holidays
• 401(k) plan
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

Qualifications

• Must have a strong understanding of credit union products and services
• Experience in collections or related field is preferred
• Excellent communication and interpersonal skills
• Ability to build and maintain positive relationships with members
• Proficiency in using credit union systems and software
• Strong problem-solving and analytical skills
• Ability to handle sensitive information with confidentiality
• Ability to work independently and as part of a team
• Knowledge of regulatory requirements and compliance standards

Skills

• Effective communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to build and maintain positive relationships with members
• Proficiency in using credit union systems and software
• Knowledge of regulatory requirements and compliance standards

Benefits

• Comprehensive medical insurance plan
• Dental and vision insurance
• Generous paid-time-off
• 12 paid holidays
• 401(k) plan
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

Pay

• Salary range: $X-$Y per hour

Schedule

• Full-time position
• Monday-Friday 8:00am - 5:00pm
• Rotating Saturday schedule