Member Solutions Specialist I/II

About the role

This position involves contacting delinquent members, managing a portfolio of accounts, and utilizing various tools and techniques to collect payments and resolve issues.

Responsibilities

• Contact delinquent members to determine intent to pay and bring resolution to unpaid accounts within legal limits.
• Manage a portfolio of accounts by sorting and setting follow-up dates.
• Identify and utilize sources of money to assist members with payment options.
• Appear as a witness in court on behalf of the Credit Union.
• Utilize sales process to influence action on accounts based on information gathering.
• Demonstrate effective skip tracing techniques using various resources.
• Recommend accounts for revocation, repossession, charge-off, legal action, garnishment, or assignment to attorney.
• Systematically review delinquent accounts and follow up for maximum repayment.
• Maintain good member relations while collecting on delinquent balances.
• Interact with members who have outstanding court dates to negotiate a resolution.
• Remove/set flags on accounts to restrict access as appropriate.
• Strive to minimize delinquency and loan losses and achieve goals set for the Credit Union.
• Promote the credit union by cross-selling services focusing on member needs.
• Recommend accounts for workouts when appropriate.
• Recommend debit card restrictions as appropriate.
• Recommend accounts for satisfaction of judgment.
• Recommend accounts for garnishment release.
• Interact with members in accordance with state and credit union guidelines while working in a fast-paced environment.
• Accurately and professionally document collection systems with details of current contacts and subsequent results for follow up.
• Research contact information to locate members when necessary.
• Explain options to resolve delinquency over the phone.
• Assist members experiencing financial difficulty by making referrals to BALANCE or other Consumer Credit Counseling Service.
• Approve extensions based on guidelines.
• Maintain current knowledge of Federal regulations and Credit Union policies and procedures related to collections and consumer lending.
• Give feedback to the Supervisors about department and team goals.
• Perform various other duties such as transferring money to make payments on delinquent accounts and assisting member with automatic payments problems.
• Answer internal and external calls from employees/members and provide excellent quality service as indicated in the Member Experience guidelines.

Qualifications

• Knowledge: Credit union or banking industry knowledge preferred.
• Skills: Good keyboarding skills with the ability to maneuver in a Windows based environment. Must have the ability to effectively communicate with members verbally. Must be self-motivated. Works well in team settings. Ability to listen carefully, probe for additional details, and ask targeted questions to gather information. This person must be able to handle stressful or difficult situations in a calm manner and be able to handle multiple priorities in a timely manner without direct supervision.
• Education and Experience: High school diploma or equivalent required. College or business related courses preferred. Prior experience in a busy public contact position at a credit union or financial institution required. Must have experience in handling member requests and inquiries.

Prerequisites

• Must be able to work any required overtime and/or Saturdays as needed.