Member Resolutions Specialist

Job Title

The primary role of this position is to make a difference in our neighbors' financial lives. This is accomplished by providing the highest quality of service to members. In conformance with policies, procedures, and departmental goals, leading a member resolution team, and communicating and making arrangements with members to facilitate the repayment of delinquent loans and credit cards.

• Legal Compliance: Primary contact for all member accounts that require legal attention. Has direct communication with outside counsel for member account resolution and must operate within a legal framework to protect the member and company by adhering to the Fair Debt Collections Practices Act (FDCPA).
• Reporting and Account Management: Responsible for all internal reporting, account management, and collection activities, such as recovery rates, etc. Generate all end-of-month reports, including Board of Directors packets and audit inquiries.
• Vendor Management: Primary contact for all vendor relationships, including contract reviews, renewals, and negotiations.
• Departmental Systems & Procedures: Administrator for system access for all Member Resolution team members. Develop best practices for efficiency by creating departmental procedures.
• Staff Support & Queue Management: Assisting in staffing, staff training, performance management, coaching, and mentoring. Perform call monitoring and provide feedback to the staff. Provide outstanding service to members as defined by the credit union's Service Standards and Promises and present process improvement ideas to management. Oversee the Member Resolution collection staff to contact members by telephone and/or mail to identify and resolve repayment deficiencies and establish proper loan and credit card repayment.
  
  Maintaining daily, weekly, and monthly delinquency reports. Balance debit card GL daily. Actively review the Member Resolution collection staff's Queues to ensure KPI's are met and recommend to the Member Resolution Manager legal, repossession, skip tracing, and other actions to assist in initiating and monitoring special collection activities.
• Point of Contact for Escalations: Order and review of credit bureau reports, provide credit bureau information through approved sources, process manual corrections to credit bureaus, process modifications, and TDRs in accordance with policy and procedure. Investigate and report on member complaints. This includes any complaints members make to the credit union's regulatory agencies. Investigate credit card disputes/chargebacks.
• Maintain knowledge with B.S.A. Compliance training.
• Other job-related duties as assigned.

• Policy Compliance:
  Demonstrates an understanding of and follows established policies, practices, and regulations of the credit union

• Experience - One year to three years or more of similar or related experience.
• Education - (1) A two-year college degree or (2) Completion of a specialized course(s) of study at a business or trade school or (3) Completion of a specialized and extensive in- house training or apprenticeship program.
• Interpersonal Skills
  - Courtesy, tact, and diplomacy are essential elements of the job. Work involves extensive personal contact with others, both within and outside the organization, for the purposes of exchanging or obtaining information, building relationships, or soliciting cooperation.
• Other Skills - Must have good communication skills, with a preferred experience in the Akkelerant collections platform. Must be proficient in Microsoft Word and Excel.

• Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within B.S.C.U. will consider awareness of unusual or suspicious activity relevant to the department.
• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification…