Member Solutions Specialist

Member Solutions Specialists assist members facing financial difficulties by finding creative solutions to help them meet their financial obligations. They educate and empower members to make informed financial decisions, focusing on maintaining membership with the Credit Union.

Work Arrangement: This position can work onsite or hybrid (1–2 days/week remote) at our East Lansing Headquarters after a 4–6 week training period.

Schedule:

• Standard Week:
  • Monday–Wednesday 8:30am–5:00pm ET
  • Thursday 10:00am–6:30pm ET
  • Friday 8:30am–5:00pm ET
• Rotation Week (every other week):
  • Monday–Wednesday 8:30am–5:00pm ET
  • Thursday Off
  • Friday 8:30am–7:00pm ET
  • Saturday 9:00am–3:00pm ET

Compensation & Benefits:

• Hourly Range:
  Level I – $18.00–$20.00 per hour, depending on experience
• Company‑paid health, dental, vision, life, and long‑term disability premiums
• Up to 26 days of PTO in the first year, volunteer time off, and 11 paid holidays
• In‑house tools & training to support career growth

Responsibilities:

• Adhere to internal controls, safeguard assets, and maintain operational integrity
• Manage share and loan collection queues, following department procedures and regulations
• Oversee internal team communication spaces and reports for transaction reconciliation
• Assist members to resolve negative balances and delinquent loan payments through outreach, phone, or in‑branch interactions
• Recommend charge‑offs for negative shares and delinquent loans, and recommend repossession of delinquent secured loans
• Address escalated member situations and take appropriate actions to resolve them
• Document all collection efforts and member contacts timely to keep information current for staff
• Offer financial counseling, understand income types, and refer to external resources when necessary
• Collaborate with Recovery to determine next steps in the collection process as needed
• Perform daily balancing of financial transactions and maintain compliance with policies
• Perform other duties as assigned

Level I

Qualifications:

• High school diploma or equivalent
• Prior experience in a financial institution, collections, or similar

Level II

Qualifications:

• Prior experience in collections or member service at a financial institution or agency
• Certification or pursuit of Certified Credit Union Financial Counselor
• Experience in asset recovery at a financial institution or agency
• Experience training or leading a team of peer contributors or completion of a Credit Union leadership program
• Core competencies:
  
  Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, Achieve, and Collaborate
• Adherence to procedures, analytical thinking, conflict resolution, detail orientation, initiative, knowledge sharing, process knowledge, self‑awareness, systems knowledge, and time management

Physical Demands & Work Environment:

• May be required to remain in a stationary position for an extended period
• Standard office technology and computer usage for many hours
• Occasional movement within an office area
• Exposure to potentially hazardous conditions (e.g., robbery); follow procedures to minimize exposure
• Hybrid or onsite work arrangements permitted

Equal‑Opportunity Employer Statement:

• MSUFCU is an affirmative‑action, equal‑opportunity employer
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily; reasonable accommodations available for qualified individuals with disabilities