Member Solutions Specialist

Member Solutions Specialist duties include working with members to anticipate and mitigate issues that would negatively impact their ability to make timely payments on credit union loans. If efforts to bring the loan current are unsuccessful, the specialist transitions to collection efforts to resolve delinquent loans in the best interests of the WCCU membership community while respecting members' sensitivities.

Responsibilities

• Communicate with delinquent members to find potential solutions and develop plans to bring accounts to a current payment status.
• Follow the delinquency process, including organizing and managing situation-specific workout processes for WCCU loans (e.g., negative shares, overdraft privileges, real estate, business, or consumer loans).
• Resolve delinquencies by collaborating with members, lending officers, the WCCU legal team, local courts, and law enforcement, including liquidation of collateral when necessary.
• Review, monitor, and maintain all bankruptcy accounts for consumer and commercial borrowers, acting as the primary liaison with bankruptcy trustees, attorneys, and courts.
• Ensure accurate documentation and track case progress, court hearings, and discharge or dismissal outcomes.
• Calculate post-petition payments, recoveries, and charge-offs according to policy and bankruptcy law.
• Maintain knowledge of federal and state compliance regulations, credit bureau reporting, and dispute processes.
• Work independently to limit risk to the credit union, including initiating foreclosure or repossession proceedings and serving as the liaison with attorneys or agencies for collateral repossession.
• Prepare loans for small claims court or arbitration, attend hearings as the WCCU representative, and champion the credit union’s long-term interests.
• Ensure meticulous adherence to WCCU documents and processes, including maintaining paperwork, updating databases, and filing appropriate forms.
• Provide notifications to members and authorities as required by legal standards and WCCU practices.
• Coordinate with WCCU’s legal team and appointed trustees for bankruptcies and related events.
• Process estate claims, repossession claims, insurance refund requests, and recover other loss assets.
• Complete all required training within the appropriate time frame.
• Perform other assigned duties, including timely member notification of delinquency.

Requirements

• Two to three years of experience in a financial institution with a strong background in collections or loan servicing.
• In-depth knowledge of the Fair Debt Collection Practices Act (FDCPA) and federal/state regulations related to real estate delinquencies and foreclosure processes (e.g., Real Estate Settlement Procedures Act Reg X).
• Knowledge of commercial lending nuances.
• Ability to represent the credit union positively while protecting WCCU’s best interests.
• Maintain composure and professionalism in stressful and challenging situations.
• Ability to work with a wide range of personalities courteously and efficiently.
• Knowledge of financial service industry standards, laws, and regulations.
• Strong communication skills to present ideas, report facts, and convey information clearly and concisely.
• Proficiency in Microsoft Suite (Outlook, Word, Excel, PowerPoint) and general office equipment (computer, calculator, telephone, copier, fax machine, etc.).

Work Relationships

Reports directly to the Vice President of Member Solutions. Regular contact with members, lending department managers and employees, and staff from various other credit union departments. Must maintain confidentiality, provide outstanding service, and handle frequent interruptions while maintaining courteous and effective relations.