Member Solutions Specialist
MSU Federal Credit Union · Greater Lansing · 1 mo ago
Hybrid$18–$20/hrFull-time
We need to output HTML fragment with sections: About the role (maybe from first paragraph), Responsibilities (Essential Duties and Responsibilities), Requirements (Job Requirements), Benefits (Compensation & Benefits), Schedule (Work Arrangement and Sample Schedule). Also maybe Skills? Not needed. Use for each heading. Use
for each heading. Use - for lists. Use
for prose. Do not repeat job title. Do not include Job ID etc. Remove boilerplate like EEO, disclaimer, etc. Must preserve all substantive info. Must not invent or summarize away detail. Must not include sections with filler like "commensurate with experience". We have specific compensation: Hourly Range: Level I - $18.00 - $20.00 per hour, depending on experience. Also benefits list: 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums; Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays; 401(k) with a company match; Tuition Reimbursement; Up to 12 Weeks of Paid Parental Leave; Learn more about our benefits here (we can keep that sentence? It's a link reference; maybe keep as prose). Should we include "Learn more about our benefits here" as part of benefits? It's a reference; we can keep as prose.
Schedule: Work Arrangement: This position is able to work onsite or hybrid (able to work 2 days/week remotely) at our East Lansing Headquarters after training is complete (4-6 weeks). Sample Schedule: Standard Week: Monday - Wednesday 8:30am - 5:00pm ET Thursday 10:00am - 6:30pm ET Friday 8:30am - 5:00pm ET Rotation Week (every other week): Monday - Wednesday 8:30am - 5:00pm ET Thursday Off Friday 8:30 - 7:00pm ET Saturday 9:00am - 3:00pm ET. Also note about offer contingent upon work arrangement etc. Might include that as prose.
Responsibilities: list of duties from Essential Duties and Responsibilities. Should we separate Level I, II, Senior? Could keep as prose or list. Use
- for each duty. Might be long; we need to preserve all substantive info. Could break into bullet points for each duty. Let's extract duties:
Level I:
- Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
- Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies.
- Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges.
- Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution.
- Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans.
- Address escalated member situations and take appropriate actions to resolve them.
- Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff.
- Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary.
- Participate in department initiatives, promotions, and achieve assigned goals.
- Collaborate with Recovery to determine the next steps in the collection process as needed.
- Perform daily balancing of financial transactions.
- Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks.
- Perform other duties as assigned.
Level II:
- Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary.
- Collaborate with management to identify and implement training opportunities.
- Determine and share forward areas of efficiency as it pertains to the delinquency management system and ancillary systems used.
- Update, create, and present training documents for department processes and guidelines to aid in career growth and development of self and team members.
- Consistently achieve assigned goals and motivate others to do the same, maintaining high engagement in department initiatives and promotions.
- Onboard and train new employees in the department and assist with the on-going development of Member Solutions Specialists.
Senior Level:
- Consistently take ownership of situations and resolve them independently.
- Model proficiency in creating solutions to minimize or reduce risk to the Credit Union.
- Serve as a key resource in the department with extensive knowledge of Credit Union products, services, policies, and procedures.
- Lead co-workers to take ownership and engage them in department initiatives and promotions.
- Act as a mentor and provide guidance in the absence of management presence, as appropriate.
- Provide assistance with escalated member interactions, providing superior service to the member and employee, as well as provide a summary of actions taken following the interaction.
- Identify and share systemic feedback with other areas of the Credit Union to help mitigate potential losses.
We can combine all duties into a single list, preserving all.
Requirements: Job Requirements: Level I: High school diploma or equivalent. Prior experience in financial institution, collections, or similar. Level II: Prior experience in a collections or member service position at a financial institution or financial services agency required. Possess or be in pursuit of obtaining the Certified Credit Union Financial Counselor certification. Senior Level: Prior experience in asset recovery at a financial institution, financial services agency or similar. Prior experience in training or leading a team of peer contributors or completion of a Credit Union leadership program. Possess the Certified Credit Union Financial Counselor certification.
Also Competencies: Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate. Functional Competencies: list many. Should we include these as requirements? Probably yes, as they are part of job requirements. We'll include them as a list under Requirements.
Physical Demands and Work Environment: Could be part of Requirements or separate section? Not specified heading; we could include under Requirements or maybe under About the role? But we have headings only for sections we decide. The instruction: include a section ONLY when posting has real, specific content for it. We have content for Physical Demands and Work Environment; could be part of Requirements or maybe a separate section like "Working Conditions". But not in allowed headings list; allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could put Physical Demands under Requirements or maybe under About the role. Probably under Requirements as part of job requirements.
We also have "Disclaimer" etc to remove.
We need to output only HTML fragment.
Let's craft:
About the role
Member Solutions Specialists assist members facing financial difficulties by finding creative solutions to help them meet their financial obligations. They educate and empower members to make informed financial decisions, focusing on maintaining membership with the Credit Union. The role involves working with delinquent accounts and negative share balances, communicating loss mitigation options, and identifying financial solutions while protecting the Credit Union's interests.
Responsibilities
- Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
- Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies.
- Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges.
- Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution.
- Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans.
- Address escalated member situations and take appropriate actions to resolve them.
- Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff.
- Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary.
- Participate in department initiatives, promotions, and achieve assigned goals.
- Collaborate with Recovery to determine the next steps in the collection process as needed.
- Perform daily balancing of financial transactions.
- Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks.
- Perform other duties as assigned.
- Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary.
- Collaborate with management to identify and implement training opportunities.
- Determine and share forward areas of efficiency as it pertains to the delinquency management system and ancillary systems used.
- Update, create, and present training documents for department processes and guidelines to aid in career growth and development of self and team members.
- Consistently achieve assigned goals and motivate others to do the same, maintaining high engagement in department initiatives and promotions.
- Onboard and train new employees in the department and assist with the on-going development of Member Solutions Specialists.
- Consistently take ownership of situations and resolve them independently.
- Model proficiency in creating solutions to minimize or reduce risk to the Credit Union.
- Serve as a key resource in the department with extensive knowledge of Credit Union products, services, policies, and procedures.
- Lead co-workers to take ownership and engage them in department initiatives and promotions.
- Act as a mentor and provide guidance in the absence of management presence, as appropriate.
- Provide assistance with escalated member interactions, providing superior service to the member and employee, as well as provide a summary of actions taken following the interaction.
- Identify and share systemic feedback with other areas of the Credit Union to help mitigate potential losses.
Requirements
- Level I: High school diploma or equivalent. Prior experience in financial institution, collections, or similar.
- Level II: Prior experience in a collections or member service position at a financial institution or financial services agency required. Possess or be in pursuit of obtaining the Certified Credit Union Financial Counselor certification.
- Senior Level: Prior experience in asset recovery at a financial institution, financial services agency or similar. Prior experience in training or leading a team of peer contributors or completion of a Credit Union leadership program. Possess the Certified Credit Union Financial Counselor certification.
- Core Competencies: Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, Collaborate.
- Functional Competencies: Adherence to Procedures, Analytical Thinking, Conflict Resolution, Detail Oriented, Initiative, Knowledge Sharing, Process Knowledge, Self-Awareness, Systems Knowledge, Time Management.
- Physical Demands and Work Environment: May be required to remain in a stationary position for an extended period. Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage. Occasionally needs to move about inside of an office area. Exposure to potentially hazardous conditions, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize exposure. This position can work in hybrid or onsite working arrangements.
Benef
for prose. Do not repeat job title. Do not include Job ID etc. Remove boilerplate like EEO, disclaimer, etc. Must preserve all substantive info. Must not invent or summarize away detail. Must not include sections with filler like "commensurate with experience". We have specific compensation: Hourly Range: Level I - $18.00 - $20.00 per hour, depending on experience. Also benefits list: 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums; Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays; 401(k) with a company match; Tuition Reimbursement; Up to 12 Weeks of Paid Parental Leave; Learn more about our benefits here (we can keep that sentence? It's a link reference; maybe keep as prose). Should we include "Learn more about our benefits here" as part of benefits? It's a reference; we can keep as prose. Schedule: Work Arrangement: This position is able to work onsite or hybrid (able to work 2 days/week remotely) at our East Lansing Headquarters after training is complete (4-6 weeks). Sample Schedule: Standard Week: Monday - Wednesday 8:30am - 5:00pm ET Thursday 10:00am - 6:30pm ET Friday 8:30am - 5:00pm ET Rotation Week (every other week): Monday - Wednesday 8:30am - 5:00pm ET Thursday Off Friday 8:30 - 7:00pm ET Saturday 9:00am - 3:00pm ET. Also note about offer contingent upon work arrangement etc. Might include that as prose. Responsibilities: list of duties from Essential Duties and Responsibilities. Should we separate Level I, II, Senior? Could keep as prose or list. Use
- for each duty. Might be long; we need to preserve all substantive info. Could break into bullet points for each duty. Let's extract duties:
Level I:
- Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
- Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies.
- Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges.
- Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution.
- Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans.
- Address escalated member situations and take appropriate actions to resolve them.
- Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff.
- Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary.
- Participate in department initiatives, promotions, and achieve assigned goals.
- Collaborate with Recovery to determine the next steps in the collection process as needed.
- Perform daily balancing of financial transactions.
- Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks.
- Perform other duties as assigned.
Level II:
- Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary.
- Collaborate with management to identify and implement training opportunities.
- Determine and share forward areas of efficiency as it pertains to the delinquency management system and ancillary systems used.
- Update, create, and present training documents for department processes and guidelines to aid in career growth and development of self and team members.
- Consistently achieve assigned goals and motivate others to do the same, maintaining high engagement in department initiatives and promotions.
- Onboard and train new employees in the department and assist with the on-going development of Member Solutions Specialists.
Senior Level:
- Consistently take ownership of situations and resolve them independently.
- Model proficiency in creating solutions to minimize or reduce risk to the Credit Union.
- Serve as a key resource in the department with extensive knowledge of Credit Union products, services, policies, and procedures.
- Lead co-workers to take ownership and engage them in department initiatives and promotions.
- Act as a mentor and provide guidance in the absence of management presence, as appropriate.
- Provide assistance with escalated member interactions, providing superior service to the member and employee, as well as provide a summary of actions taken following the interaction.
- Identify and share systemic feedback with other areas of the Credit Union to help mitigate potential losses.
We can combine all duties into a single list, preserving all.
Requirements: Job Requirements: Level I: High school diploma or equivalent. Prior experience in financial institution, collections, or similar. Level II: Prior experience in a collections or member service position at a financial institution or financial services agency required. Possess or be in pursuit of obtaining the Certified Credit Union Financial Counselor certification. Senior Level: Prior experience in asset recovery at a financial institution, financial services agency or similar. Prior experience in training or leading a team of peer contributors or completion of a Credit Union leadership program. Possess the Certified Credit Union Financial Counselor certification.
Also Competencies: Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate. Functional Competencies: list many. Should we include these as requirements? Probably yes, as they are part of job requirements. We'll include them as a list under Requirements.
Physical Demands and Work Environment: Could be part of Requirements or separate section? Not specified heading; we could include under Requirements or maybe under About the role? But we have headings only for sections we decide. The instruction: include a section ONLY when posting has real, specific content for it. We have content for Physical Demands and Work Environment; could be part of Requirements or maybe a separate section like "Working Conditions". But not in allowed headings list; allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could put Physical Demands under Requirements or maybe under About the role. Probably under Requirements as part of job requirements.
We also have "Disclaimer" etc to remove.
We need to output only HTML fragment.
Let's craft:
About the role
Member Solutions Specialists assist members facing financial difficulties by finding creative solutions to help them meet their financial obligations. They educate and empower members to make informed financial decisions, focusing on maintaining membership with the Credit Union. The role involves working with delinquent accounts and negative share balances, communicating loss mitigation options, and identifying financial solutions while protecting the Credit Union's interests.
Responsibilities
- Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
- Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies.
- Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges.
- Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution.
- Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans.
- Address escalated member situations and take appropriate actions to resolve them.
- Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff.
- Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary.
- Participate in department initiatives, promotions, and achieve assigned goals.
- Collaborate with Recovery to determine the next steps in the collection process as needed.
- Perform daily balancing of financial transactions.
- Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks.
- Perform other duties as assigned.
- Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary.
- Collaborate with management to identify and implement training opportunities.
- Determine and share forward areas of efficiency as it pertains to the delinquency management system and ancillary systems used.
- Update, create, and present training documents for department processes and guidelines to aid in career growth and development of self and team members.
- Consistently achieve assigned goals and motivate others to do the same, maintaining high engagement in department initiatives and promotions.
- Onboard and train new employees in the department and assist with the on-going development of Member Solutions Specialists.
- Consistently take ownership of situations and resolve them independently.
- Model proficiency in creating solutions to minimize or reduce risk to the Credit Union.
- Serve as a key resource in the department with extensive knowledge of Credit Union products, services, policies, and procedures.
- Lead co-workers to take ownership and engage them in department initiatives and promotions.
- Act as a mentor and provide guidance in the absence of management presence, as appropriate.
- Provide assistance with escalated member interactions, providing superior service to the member and employee, as well as provide a summary of actions taken following the interaction.
- Identify and share systemic feedback with other areas of the Credit Union to help mitigate potential losses.
Requirements
- Level I: High school diploma or equivalent. Prior experience in financial institution, collections, or similar.
- Level II: Prior experience in a collections or member service position at a financial institution or financial services agency required. Possess or be in pursuit of obtaining the Certified Credit Union Financial Counselor certification.
- Senior Level: Prior experience in asset recovery at a financial institution, financial services agency or similar. Prior experience in training or leading a team of peer contributors or completion of a Credit Union leadership program. Possess the Certified Credit Union Financial Counselor certification.
- Core Competencies: Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, Collaborate.
- Functional Competencies: Adherence to Procedures, Analytical Thinking, Conflict Resolution, Detail Oriented, Initiative, Knowledge Sharing, Process Knowledge, Self-Awareness, Systems Knowledge, Time Management.
- Physical Demands and Work Environment: May be required to remain in a stationary position for an extended period. Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage. Occasionally needs to move about inside of an office area. Exposure to potentially hazardous conditions, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize exposure. This position can work in hybrid or onsite working arrangements.
Benef