Member Solutions Specialist

WHAT YOU WILL DO EVERYDAY

As a Member Solutions Specialist I, you will mitigate loss to the credit union by proactively managing delinquent loans/accounts through prompt and efficient collection and recovery practices. Position has experience with multiple stages of delinquency and across multiple product types. Responsible for processing collections on various types of loans to include negative shares, unsecured, and auto loans. You will be responsible for handling all collection-related communication, making payment arrangements with Members, recommending appropriate action on accounts such as payment plans and repossession.

Methods of communication include inbound and outbound collection calls, e‑mail, letters, text and in‑person contact.

• 30% Responsible for completing daily collection calls within designated queues and maintaining adequate notes for each delinquent account within the software system.
• 30% Communicates with members whose loans/accounts are in default, including inbound and outbound calls, e‑mail, text, letters and in‑person contact. Responsible for making payment arrangements or recommending further action on accounts, such as repossession. Refers possible workout scenarios to team lead or department supervisor. Demonstrates judgment and discretion within the framework of all applicable regulations and policies. Arrange for debt repayment or establish repayment schedules based on members’ financial situations to bring accounts to a current status.
  
  Notify co‑signers regarding status of delinquent accounts. Secure credit bureau reports. Completes light skip tracing.
• 20% Responsible for meeting delinquency, loss, and productivity goals as established by management. Provides support and assists other departments and branches as needed.
• 20% Builds collection and systems knowledge by attending educational workshops, webinars and training opportunities offered through a variety of resources, such as trade associations, vendors, and the credit union’s learning management system.
• Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
• If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.

Experience

2+ years customer service experience in banking, retail, or related field.

Education / Certifications / Licenses

A High School Diploma or equivalent.

• Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.
• Professional level of verbal and written communication skills are essential to the position.
• Capable of analyzing credit and financial information.
• Ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.
• Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.
• Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.
• Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

• Courtesy and tact are essential elements of the job.
• Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
• Communications generally require shorter and not in‑depth discussions.

• Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one‑on‑one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the…