Member Solutions Officer-Collections

POSITION PURPOSE

As a Member Solutions Officer, you'll play a key role in supporting our members who may be facing financial challenges. Your compassionate and proactive approach will help guide them toward solutions while protecting the Credit Union from potential losses.

Essential Functions And Responsibilities

• Collections and Account Management (40%): Proactively monitor and manage delinquent loans and negative accounts, using sound judgment and available resources to minimize losses and maintain acceptable delinquency ratios. Take initiative to contact members, listen to their circumstances, and collaborate on solutions such as payment arrangements, extensions, or special relief provisions. Accurately process payments, adjustments, and transactions, ensuring all actions are documented and compliant with policy and regulations.
• Member Communication and Support (25%): Communicate clearly and professionally with members by phone and in writing, tailoring your approach to each individual’s needs and situation. Demonstrate patience and empathy, especially in high-tension or sensitive situations, and work to resolve concerns effectively. Educate members about loss and reaffirmation policies, especially during bankruptcy, and identify opportunities to recommend products or services that may improve their financial well-being. Build trust and rapport with members, ensuring they feel heard, respected, and supported.
• Collaboration and Team Support (15%): Foster a positive, collaborative work environment by supporting colleagues, sharing knowledge, and contributing to team goals. Participate in training and development opportunities, both as a learner and as a resource for others, to continuously improve department performance. Work directly with outside partners such as attorneys, repossession agents, and collection agencies, ensuring all interactions reflect the credit union’s values and standards. Be open to feedback and new ideas, and actively seek ways to improve processes and outcomes.
• Reporting and Documentation (10%): Maintain thorough, accurate, and timely records of all collection activities, using both written and computer-based systems. Prepare and present clear, concise reports on collection activities and results for management review. Use data and feedback to identify trends, measure progress, and recommend improvements.
• Policy Compliance and Process Improvement (10%): Stay current on credit union policies, procedures, and relevant state and federal laws, applying this knowledge to daily work. Participate in the development and refinement of departmental procedures, offering suggestions for greater efficiency and effectiveness. Make well-reasoned recommendations for charge-offs and other actions, always considering the best interests of the credit union and its members. Embrace opportunities for learning and growth and encourage a culture of continuous improvement.

Qualifications

• Strong verbal and written communication skills, with the ability to adapt style to different audiences.
• Ability to build positive relationships with members and colleagues, demonstrating respect, empathy, and professionalism.
• Excellent organizational skills and the ability to manage time and priorities effectively.
• High level of computer literacy, including proficiency with word processing and spreadsheet software.
• Knowledge of state, federal, and other collection regulations preferred.

Education/Experience Requirements

• A High School Diploma, GED, or equivalent business experience.
• A minimum of one year collections experience preferred.