Member Solutions Specialist Job Baton Rouge area,Louisiana USA,Finance & Banking

Position: Member Solutions Specialist I
Description

EFCU Financial isn’t just a great place to work - it’s a place where you can create meaningful impact. As one of the Best Places to Work in the Greater Baton Rouge Area, we are driven by our core values of integrity, innovation, inclusion, and service. These values guide everything we do from empowering our members to uplifting our community and supporting one another as a team.

When you join EFCU Financial, you’re not simply starting a job. You’re stepping into a mission-focused environment where helping people achieve financial freedom, build brighter futures, and find peace of mind is at the heart of every interaction. Every conversation you have, every solution you provide, and every idea you share contributes to making a real difference.

We proudly offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision insurance; paid time off and holidays; parental leave; a 401(k) with employer contributions; short- and long-term disability; life insurance; an HSA; pet insurance; team member loan discounts; incentive plans; an employee referral program; and service awards recognizing your dedication.

In the role of a Member Solutions Specialist I, you will assist in safeguarding the Credit Union’s financial performance through timely collections that reduce delinquency, minimize losses and charge-offs, and support budget and reserve goals. Responsible for providing solutions that assist members in bringing their loans and negative balance deposit accounts to good standing. Ensure adherence to EFCU Financials’ Member Solutions Policies and Procedures as well as state and federal laws and regulations.

Duties and Responsibilities:

Contact members with delinquent loan and/or negative deposit accounts by telephone, email, text message and/or mailed correspondence. Determine the reason for delinquency, discuss options, and assist members in developing plans to bring accounts/loans current, including payment arrangements, loan modifications, extensions, etc.

Collect on all loan types including but not limited to construction, auto, mortgage, Home Equity Lines of Credit, unsecured, and credit card accounts that are generally less than 30 days delinquent.

Attempt to de-escalate, problem-solve, and negotiate with upset or distressed members using professional communication techniques.

Provide required disclosures and comply with all collection laws and Credit Union policies and procedures.

Update all account activity and member communications in the Member Solutions system, maintaining accurate and detailed documentation.

Complete file maintenance tasks as assigned, including but not limited to charge off preparations, closing Lines of Credit, ensuring plastics closed, etc.

Promptly resolve department communications regarding routine billing/account issues; escape complex cases to Member Solutions Specialist II.

Track and update in the Credit Union’s core system with member communication opt out requests as received.

Provide suggestions for improvements to streamline and increase efficiency within the AKUVO system. Aid in testing and implementation of system enhancements.

Manage the Member Solutions text and email inbox. Route communications to the appropriate team members.

Process tow notices in compliance with established procedures in a timely manner. Refer unresolved cases to Member Solutions Specialist II.

Utilize the skip trace software, credit bureau reports and other resources as necessary to locate members.

Review and log loan extensions and loan modification applications in the Credit Unions core system. Follow up with members for missing information. Communicate denial reason(s) with members…