Credit Union Member Solutions Specialist; Collections

Credit Union Member Solutions Specialist (Collections)

2 days ago Be among the first 25 applicants

Education First Credit Union (EFCU) is a full-service not-for-profit financial institution. Our mission is to enhance our members' financial position through education, quality service, and value-minded products. Education First Credit Union was founded in 1936 by a small group of Columbus City School teachers. Our members include school employees and students in the State of Ohio. Recently our membership has been expanded to include Franklin and surrounding Counties.

Recognizing the social impact of education on our society, we will continue serving school employees and students within this vital community as our primary point of emphasis. We’re based in Columbus, with an additional branch office located in Reynoldsburg.

• Position has been posted internally and externally
• 20-minute phone conversation with HR
• 60-minute in person interview
• Job offer

The Member Solutions Specialist provides service to the credit union by initiating member contact in order to reduce delinquency and loss on all products and services offered to members, including any clerical processes and procedures deemed essential to reduce delinquency and/or loss to increase recoveries.

This position is an in-office position. Candidates for this position must be located in the Columbus area and have reliable transportation to the Columbus branch location.

• Diligently attempt to contact all delinquent customers by using the most effective means possible by meeting minimum outbound call goals
  • Listen to member issues and proactively offer solutions to their delinquency.
  • Exhibit the ability to persuade members to resolve delinquency.
  • Use effective communication techniques to overcome objections to making payments on delinquent products.
• Adhere to the member contact process as outlined by the credit union
  • Ensure key call objectives are met and annotated on every member attempt or contact.
  • Ensure outlined Work Standards are met in regard to outbound attempts and queue management.
• Review each and every delinquent account for possible legal action if the member is not willing to make suitable arrangements.
• Make recommendations to leadership based on communications with the member.
• Reviews Negative Shares on a daily basis.
  • Includes management of member accounts and proper analysis of steps to be taken to reduce delinquent balances.
  • Involves calling upon and sending letters to members who have a negative balance for a predetermined amount of time.
  • Involves managing NSF checks properly as well as initiating repayment plans with delinquent members.
  • Process letters regarding Delinquent Loans, Credit Cards, and Negative Checking Accounts.
• Answers all inbound calls from members and internal employees regarding the following:
  Negative Share Accounts, Delinquent Loans and Credit Cards and Charged-off Accounts.
• Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only.
• Engages in problem resolution by clarifying the members' and/or employees' complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.
• Complies with federal, state, and local regulations and legal requirements by enforcing and adhering to requirements.
• Performs other job-related duties as assigned.

• High School Diploma or GED required. Associates degree preferred.
• 1-2 years of relevant collections experience preferred.
• 1-3 years of previous experience working in a financial institution, credit union, or bank required.
• Knowledge of credit union loan products, services, policies, and procedures preferred.
• Understanding of related legal and regulatory standards preferred.

• Ability to communicate with others one-on-one, fielding questions and responding to complaints.
• Strong, friendly voice and demeanor, good diction.
• Ability to compute rate, ratio, and percent, and to apply these concepts to practical solutions.
• Ability to define problems, collect data, establish facts, and draw conclusions while dealing with a variety of abstract and concrete variables.
• Ability to write reports and correspondence.
• Ability to work independently.
• Aptitude to operate computer related equipment, applications and accessories.
• Skill to deal with the occasional unpleasant, angry or discourteous person.
• Capacity to operate multiple computer web applications at the same time.
• Working knowledge of multiple communication channels (such as: Microsoft Teams).
• Ability to work a flexible schedule.
• Must be able to maintain confidentiality.
• Strong listening skills.

• This position is an…