Member Solutions (Collections) Agent

About the Role

Join Air Academy Credit Union (AACU) as a Member Solutions (Collections) Agent and help members overcome financial challenges while building a rewarding career. At AACU, we believe in developing talent—many of our successful Member Solutions Agents have advanced from roles such as Member Service Representative (MSR), Teller, Contact Center Agent, and other support positions. While collection or banking experience is preferred, the most important qualities are a positive attitude, strong communication skills, and a genuine desire to help people succeed.

Recognized as a Gazette Best Workplace since 2017, AACU is committed to improving the lives of our members, employees, and communities by doing what's right, not what's easy. With more than 43,000 members and over $819 million in assets, we help members navigate financial milestones big and small. We also invest in our communities through volunteerism, charitable giving, and local partnerships, creating a workplace where purpose and service come together.

Responsibilities

• Manage Delinquent Accounts: Contact members via phone, mail, or email to resolve overdue payments, establish repayment arrangements and solutions, and minimize charge-offs.
• Perform Collection Activities: Use telephone as the primary contact method, record all interactions in collection software, and conduct skip tracing when necessary.
• Manage Repossession: Send required notices and ensure all steps are completed correctly before and after collateral is taken. Prepare title work for collateral sale, update credit reports after the sale, and issue letters regarding any remaining deficiency balance.
• Maintain Accounts and Credit Reports: Process payments, update credit profiles via E-Oscar or manually, handle credit disputes, and manage account closures/charge offs.
• Assist with Insurance and Claims: Research forced-placed insurance issues, work with members and insurance companies on claims related to delinquent accounts, and process repo-related expenses and deficiencies.

Requirements

• High school diploma or equivalent
• One year of collections or banking experience preferred
• Ability to meet deadlines and manage daily workloads
• Working knowledge of financial services, collections, or customer service environments is a plus

Skills

• Strong communication and relationship-building skills
• Excellent organization and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Problem-solving and negotiation skills
• Commitment to delivering exceptional member service

Schedule

Monday – Friday, 8 a.m. – 5 p.m.

Pay

$20.50 - $24.10 per hour

Benefits

• Paid training and ongoing development
• Hybrid work opportunity after training and demonstrated independent job proficiency
• Career growth opportunities and a strong promote-from-within culture
• Medical, Dental, and Vision insurance
• Generous paid vacation and sick leave
• Outstanding 401(k) retirement plan with a 6% match
• Tuition reimbursement available after 90 days of employment
• Family-oriented, award-winning culture
• Meaningful work helping members every day