Member Solutions Representative

DBQ Operations | Voices, Dubuque, IA 52001, USA

The Member Solutions Representative helps members resolve early-stage delinquent loans and accounts through proactive outreach and personalized support. This phone-based role involves managing daily account queues, making and receiving calls, and documenting all member interactions. Representatives work with members to identify repayment options, set up short-term payment plans, and connect them to additional solutions such as loan refinances, financial counseling, or money makeovers.

Success in this role requires balancing compassionate service with strong performance in call volume, follow-up, and account management. As a trusted financial partner, the Member Solutions Representative embodies Dupaco’s core values of trust, empathy, relationship-building, and advocacy while helping members regain financial stability.

• Assist members with delinquent accounts both with inbound and outbound calling.
• Review assigned queues daily and initiate appropriate collection actions on delinquent loans and other accounts.
• Contact members and cosigners via phone, email, and correspondence; obtain payments or promises to pay.
• Work with members to create repayment plans (typically 3–4 months) to bring loans current; ask detailed questions regarding hardship and recommend appropriate solutions such as money makeover or loan refinance referrals.
• Send required notices and correspondence (e.g., right to cure, right of offset) and ensure proper documentation of all member communications.
• Assist other credit union departments with collection efforts as needed.
• Resolve member issues and requests within 24–48 hours whenever possible.
• Perform other duties as assigned.

• High school diploma or equivalent (e.g., GED).
• 1+ year of customer service or related experience preferred. Collections or financial services experience is helpful but not required.
• Interpersonal skills necessary to provide excellent service to our members and represent the credit union positively.
• Basic knowledge of consumer loan collection procedures and applicable legal requirements (FDCPA and relevant state regulations) preferred.
• Ability to problem solve.
• Demonstrated ability to accurately calculate payment plans.
• Proficiency in computers; ability to learn in-house application software knowledge and manage various programs and systems.

• Customer Service – Advanced
• Call Center – Intermediate
• Detail Oriented – Capable of carrying out a given task with all details necessary to get the task done well
• Goal Completion – Inspired to perform well by the completion of tasks
• Self-Starter – Inspired to perform without outside help
• Ability to Make an Impact – Inspired to perform well by the ability to contribute to the success of a project or the organization

High School or better.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.