Member Services Representative

Location: Quincy, IL
Pay: $18.00 - $21.00 per hour
Schedule: Monday-Friday, 8:00 AM-5:00 PM, with occasional closing shifts until 5:45 PM

Are you a strong communicator who enjoys helping people navigate challenges and find solutions? We are seeking a Member Solutions Specialist to join our team in Quincy, IL.

In this role, you'll work directly with members experiencing financial difficulties, helping them develop repayment strategies, establish payment arrangements, and maintain positive relationships with the Credit Union. This position combines customer service, problem-solving, account management, and collections in a professional and member-focused environment.

• Contact members regarding delinquent loan accounts by phone and mail.
• Discuss payment options and develop solutions tailored to each member's situation.
• Create and manage payment arrangements designed to help members bring accounts current.
• Monitor and manage accounts at various stages of delinquency.
• Analyze members' financial situations and recommend appropriate actions.
• Maintain detailed and accurate records of all collection activities.
• Assist in maximizing recovery efforts while delivering excellent member service.
• Ensure collection activities are conducted in compliance with all Credit Union policies and regulations.
• Identify potential lending or underwriting concerns and communicate them to management.
• Participate in legal proceedings related to collection activities when required.
• Provide professional, courteous, and confidential service to members and coworkers.

• High School Diploma or GED.
• One to three years of related experience in collections, banking, lending, financial services, customer service, or account management.
• Strong verbal and written communication skills.
• Ability to handle sensitive and confidential information with discretion.
• Proficiency with Microsoft Windows and general computer applications.

• Previous experience in a credit union, banking, lending, or collections environment.
• Experience negotiating payment arrangements and resolving member concerns.
• Knowledge of consumer lending and collection practices.

• Strong interpersonal and relationship-building skills.
• Ability to navigate difficult conversations with professionalism and empathy.
• Detail-oriented with excellent organizational skills.
• Effective problem solver who can balance member needs with business objectives.
• Commitment to providing exceptional member service.

We value our employees and offer a comprehensive benefits package including:

• Health, Dental, and Vision Insurance
• Flexible Spending Account (FSA)
• Company-Paid Life Insurance
• 401(k) Plan
• Generous Paid Time Off (PTO)
• 11 Paid Holidays
• Casual Dress Down Days
• Employee & Family Sponsored Events
• And Much More!