Member Solutions Specialist

Dow Credit Union is a member-focused financial institution with over $2 billion in assets and more than 70,000 members. Founded in 1937, we prioritize exceptional service, integrity, and a supportive work environment that values diversity, equity, and inclusion.

About the role

As a Member Solutions Specialist, you will build relationships with members while resolving delinquency and preventing losses. You’ll use your customer service, communication, and analytical skills to negotiate solutions that benefit both members and the credit union. This role involves assisting members with mortgage solutions, setting up repayment plans, and collaborating with credit counseling agencies. You’ll also represent the credit union in court hearings related to small claims, subpoenas, bankruptcy, and fraud.

Responsibilities

• Resolve delinquent accounts and prevent losses through negotiation and repayment plans.
• Assist members with mortgage solutions, including foreclosure, short sales, modifications, deeds-in-lieu of foreclosure, and forbearance.
• Collaborate with credit counseling agencies and represent the credit union in court hearings (small claims, subpoenas, bankruptcy, fraud).
• Review past-due accounts and recommend escalated debt collection steps or loss mitigation strategies.
• Make recommendations on courtesy pay and loan eligibility.
• Perform skip-tracing and research to locate members and collateral.
• Monitor deposit accounts for fraudulent activity (e.g., kiting, counterfeiting, empty envelope deposits).
• Maintain professionalism and emotional control in challenging situations.

Requirements

• One year of customer service, debt collections, lending, or call center experience.
• Knowledge of debt collections procedures, regulations, and best practices.
• Familiarity with the Fair Credit Reporting Act and the Fair Debt Collection Practices Act.
• General knowledge of consumer and mortgage lending processes.
• Ability to gather, analyze, and compile financial data.
• Proficiency with computers and software.
• Valid driver’s license.
• Strong customer service, communication, and conflict-resolution skills.
• Ability to prioritize tasks, handle interruptions, and maintain discretion with confidential information.

Two years of debt collections or credit counseling experience is preferred but not required.

Pay

$23.00/hour (entry-level).

Benefits

• Quarterly and annual incentives.
• Medical, dental, and vision coverage.
• 401(k) plan.
• Paid holidays and paid time off (PTO).

Schedule

Full-time, Monday–Friday, with 8-hour shifts. Occasional travel by vehicle (up to 50 miles per month) may be required.