Member Solutions Specialist

About the role

Responsible for proactively facilitating discussions with members to resolve overdue accounts, minimizing financial losses for both the credit union and its members, while upholding excellence in member service and professionalism when handling challenging and sensitive matters.

Conducts proactive follow-ups on past-due and delinquent accounts through telephone, in-person interactions, and written correspondence. Performs comprehensive research on loan and credit card accounts to assess their current status. Collaborates with the Loss Prevention Manager to support and facilitate all collection-related initiatives.

Responsibilities

• Initiate communication with members to negotiate payment arrangements for consumer loans and negative shares, while investigating delinquency reasons.
• Provide constructive recommendations for fulfilling obligations and propose alternative repayment options.
• Thoroughly and professionally record account details and collection efforts.
• Demonstrate empathy and preserve borrower dignity while finding solutions.
• Handle member and staff inquiries regarding delinquent accounts.
• Prepare collection letters for delinquent or over-the-limit loans and credit card accounts.
• Research records, make collection calls, and assist in collecting delinquent loan and credit card accounts.
• Post charge-off loan payments, phone payments, and other payments when necessary.
• Process all two-party return checks.
• Locate members through skip-tracing databases to find contact, employment, and assets.
• Gather information and make recommendations on Loan Modifications, Temporary Deferments, Skip Pays, and Temporary Reduction in payment.
• Prioritize workload to meet or exceed monthly collection and contact goals.
• Support credit union goals and objectives, participate in training sessions, and stay informed on products, services, procedures, and competitive offerings.

Requirements

• Knowledge of collection concepts and practices.
• Knowledge of Credit Union products, services, policies, and procedures.
• Member-centric mindset with clear verbal and written communication skills.
• Strong telephone, typing, calculator, communication, and organizational skills.
• Knowledge of lending and loan collection fundamentals.
• Basic understanding of compliance and regulatory requirements related to collection, bankruptcy, and repossession.
• Analytical, problem-solving, and decision-making skills.
• Proficient in Windows, Microsoft Office Suite, and various digital platforms.
• Must be bondable.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person