Member Resolution Specialist

The Member Resolution Specialist is responsible for performing a wide range of sales, service, lending, and

resolution functions related to member accounts, loans, and collections. This position supports both front-end

and back-end member service and lending processes, helping ensure member retention, compliance, and

operational excellence. The role requires professionalism, detailed knowledge of Credit Union products and

services, adaptability, and a strong commitment to member service.

• Work collections of all loan and deposit accounts; handle non-routine collection matters.
• Access and interpret credit bureau reports; process or correct related information.
• Maintain effective procedures on delinquent and potentially delinquent accounts.
• Work with life/disability claims for loan resolutions or payoffs.
• Post payments (e.g., attorney payments, bankruptcy, sale proceeds, insurance, refunds) according
  established procedures.
• Recommend charge-offs to the Member Resolutions Manager; report to agencies as needed.
• Prepare legal documents (e.g., judgments, suits, repossessions, foreclosures).
• Close subaccounts and/or memberships related to collections.
• Warm/unwarm or close debit cards in connection with collections efforts.
• Maintain negotiable instruments associated with member resolution activities.
• Work with attorneys and outside companies in relation to resolution processes.

• Complete loan lifecycle tasks post origination to payoff (Indirect and in-house).
• Maintain loan accounts (e.g., titles, FPI).
• Tracking property taxes for members to ensure current status on real estate secured loans.
• Track titles, post payoffs, and perform required loan maintenance.
• Follow loan policies, including compliance with FACT Act, MLA, and other federal regulations.

• Understand and follow BSA, OFAC, AML, Reg CC, Reg DD, Reg V (FACT Act), Bankruptcy and other regulations.
• Confidentially report any suspected compliance or regulatory violations.
• Adhere to procedures regarding deceased members and confidentiality requirements.

• Provide information and solutions to members, staff, and indirect vendors.
• Research and resolve member complaints or problems related to accounts and services.
• Verify account and member identity in all interactions.
• Act as a resource to examiners, auditors, and Credit Union staff.
• Train and support other team members within the department.
• Educate and train others on the tasks and responsibilities of the Member Resolution Specialist.
• Assist with periodic staff meetings and training sessions to discuss changes in procedures, services, or regulations.

• Maintain detailed and accurate records using systems like tracker, follow-up, comments, physical and electronic folders.
• Support a paperless environment where feasible.
• Perform month-end functions as required.
• Maintain up-to-date digital correspondence and documentation.
• Suggest and contribute to process improvements and departmental enhancements.
• Participate in departmental meetings and training sessions on new policies or procedures.
• Recommend purchases of equipment or supplies as needed.

This position's salary will increase on Jan 1st to $26.06

The role requires professionalism, detailed knowledge of Credit Union products and

services, adaptability, and a strong commitment to member service.