Member Solutions Specialist

About the role

The Member Solutions Specialist is responsible for minimizing loss and maximizing recovery of delinquent and potentially delinquent accounts for the credit union while establishing WIN-WIN solutions, building relationships and providing excellent member service.

Responsibilities

• Initiates and administers collection actions on member accounts that are negative, at risk of default or delinquent; reviews and works the collection queue(s) on a daily basis.
• Documents all collection actions taken, including telephone conversations, payment arrangements, and correspondence, in collection package.
• Negotiates and coordinates payment arrangements with member(s); initiates loan modifications and work-out agreements including preparation of appropriate supporting documentation and recommendations for review and approval.
• Ensures the security and confidentiality of private member information.
• Effectively communicates with members regarding delinquent accounts while maintaining clear, concise, and error-free communications.
• Reviews accounts for completion of due diligence and makes recommendations for repossession in accordance with credit union policy.
• Reviews accounts for completion of due diligence and makes recommendations for charge off in accordance with credit union policy.
• Advises Member Solutions Assistant Manager or Director of Member Solutions of cases requiring special attention.
• Stays apprised and complies with established State and Federal laws and regulations as they pertain to collections/transactions/tasks performed (e.g., FDCPA, FCRA, SCRA, etc.) and credit union policies and procedures.
• Maintains well-developed working knowledge of the assigned duties and job functions; keeps up-to-date and requests additional training and/or development as needed.
• Works diligently to meet or exceed collection goals established by management.
• Performs MIP (Member Identification Program) process as outlined in the credit union’s Bank Secrecy Act procedure.
• Assists with training of new or established Member Solutions staff as necessary.
• Recommends improvement of procedures and processes involving job function(s) to management.
• Educates account holders on the potential legal actions derived from the delinquency.
• Provides excellent and courteous service to members at all times.
• Performs skip tracing as needed.
• Ensures prompt recovery of collateral.
• Develops industry contacts and utilizes those contacts to minimize Credit Union losses.
• Reports regularly to work and returns from breaks and meal periods on time according to schedule and credit union procedure.
• Works remotely or at a specified credit union location as required. Flexibility in scheduling as necessary to ensure departmental coverage.

Requirements

• High school diploma or equivalent.
• 6+ months of similar or related experience.

Knowledge, Skills, and Abilities

• Knowledge of collection procedures and related laws and regulations.
• Understanding of Credit Union loan products and policies.
• Familiar with default and enforcement clauses.
• Familiar with deposit programs, account ownership, and casualty insurance.
• Basic understanding of the U.S. Bankruptcy Code.
• Understanding of Small Claims Court system.
• Accuracy and thoroughness in work.
• Excellent communication, telephone, and public relations skills.
• Ability to work well independently.
• Ability to work well in stressful situations.

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods.
• Operate standard office equipment and keyboards.
• Visually recognize, reconcile, and verify numerical details for accuracy.
• Repeating motions that may include the wrists, hands and/or fingers.
• Must be able to access and navigate facility with reasonable accommodations.
• Lift and carry small parcels, packages and other items.