Member Solutions Specialist I/II

About the role

This position involves contacting delinquent members, managing their accounts, and resolving unpaid debts according to legal and regulatory requirements.

Responsibilities

• Contact delinquent members to discuss payment plans and resolve unpaid accounts.
• Manage a portfolio of accounts by setting follow-up dates and using skip tracing techniques to locate members.
• Identify and implement payment options for members based on their individual circumstances.
• Appear as a witness in court and recommend actions such as revocation, repossession, charge-off, legal action, garnishment, or assignment to attorney.
• Document all contacts and results for follow-up purposes.
• Communicate with members experiencing financial difficulties and refer them to external resources like BALANCE or Consumer Credit Counseling Service.
• Handle member inquiries and complaints, providing excellent service and maintaining confidentiality.
• Perform administrative tasks such as transferring funds to settle delinquent accounts and assisting with automatic payment issues.
• Assist with internal and external communications, reporting risk management policy violations, and attending training sessions.

Requirements

• High school diploma or equivalent required.
• Prior experience in a busy public contact position at a credit union or financial institution required.
• Self-motivated, able to handle stressful situations calmly, and capable of handling multiple priorities.
• Good keyboarding skills and ability to communicate effectively with members verbally.
• Must comply with all published enterprise level policies and procedures, including Risk Management policies.

Qualifications

• Knowledge of the credit union or banking industry is preferred.
• College or business-related courses preferred.
• Ability to listen carefully, probe for additional details, and ask targeted questions to gather information.
• Proficient in using Windows-based environments and Microsoft Office.

Skills

• Effective communication skills, both verbal and written.
• Keyboarding proficiency.
• Ability to handle stressful or difficult situations calmly.
• Strong organizational and multitasking abilities.

Benefits

Not specified.

Schedule

Not specified.

Pay

$39,000 - $51,000