Member Solutions Specialist Corporate Office; Park

General Purpose of the Position

Under the direction of the Member Solutions Leadership, this position is responsible for contacting members whose loan accounts (Consumer, Mortgage and VISA) are past due. Arranges for liquidation of balances through payments, collection or workout loans. Safeguards the assets of the credit union and determines collectability with initial review and analysis of past collection activity and risk to the credit union.

Assists with administrative tasks by performing the following duties. Representative must be knowledgeable in all areas of the credit union operations.

• Consistently contacts members whose loan accounts are past due or who have negative shares. Interviews and communicates with members (on the telephone, in person and in writing) to coordinate payment schedules to control delinquency and losses. Arranges for payments according to Collection Policy and Guidelines, Negative Share Collection Procedure, and Courtesy Pay Policy. Documents all collections actions taken, including telephone conversations, alternative financial arrangements, and correspondence.
• Performs financial counseling (remedial, preventative and productive) and interviews members to provide resolution to financial conditions. Determines options for resolution and meets with Senior Member Solutions Specialists or Member Solutions Leadership to ascertain whether workout loans/rewrites are recommended. Identifies the probability of payments, risk and assesses legal action including arranging assignment of vehicles to repossession specialist.
• May assist in reviewing and updating credit union procedures and policies when necessary (NEW).
• Utilizes resources effectively to manage delinquent accounts, ensuring smooth teamwork throughout the delinquency lifecycle.
• Contact members to provide updated insurance information and interfaces with Collateral Protection Insurance Company. Interfaces with insurance agents to provide policy information. Files claims if needed with Collateral Protection Insurance Company.
• Prepares collection accounts for charge‑off and assists in preparing and distributing monthly reports (charge‑offs, delinquency, etc.) and reviews with leadership. Prints, distributes and processes delinquency reports.
• Recommends delinquent loans for charge‑off or repossession based on thorough analysis.
• Assists members and employees to resolve problems on accounts. Confers with personnel in other departments and branch offices to verify account information and locate related family members. Uses software to perform skip tracing on members.
• Assists Member Solutions Leadership with researching information, creating, compiling, and organizing. Composes and types of collection and related correspondence for department.
• Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act, OFAC, the US Bankruptcy Code, Fair Debt Collection Practices Act, Fair Lending Regulations, the FACT Act and the Fair Credit Reporting Act.
• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.
• Performs additional duties and responsibilities as assigned.

Associate degree (A.

A.) or equivalent from two‑year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.

Knowledge of collection procedures and related laws and regulations. Understanding of Credit Union loan products and policies. Familiar with default and enforcement clauses. Familiar with deposit programs, account ownership, and casualty insurance. Knowledge of personal computer operations, with an emphasis in Microsoft products, including Microsoft Excel and Word. Knowledge of Credit Union computer system in order to input and set up new loans, file maintenance, transfers and all related transactions.

Ability to apply verbal and interpersonal skills that develop…