Member Solutions Representative

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement–available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

As part of our preliminary recruiting process, we kindly ask candidates to complete an online assessment sent to their email from our third-party vendor, Hire Vue. To be considered, please complete the assessment within the allotted time. If you don't receive it after applying, check your spam folder. Assessment results are valid for 6 months.

The Member Solutions Representative contacts members to effectively reduce VyStar exposure to financial losses caused by delinquent accounts. Activities must be conducted in compliance with federal and state regulations.

Reviews delinquency reports and collection system information to determine appropriate collection activity to effectively collect monies due from members. Contacts members to discuss delinquency. Obtains information to effect collection on accounts and make up-to-date arrangements. Follows up regularly if debt not paid current. Skip traces difficult to locate members to establish contact by reviewing all relationships in Miser, free internet sites, and skip tracing tools.

Submits the account to the skip tracing team to further locate member when preliminary methods are unsuccessful. Recommends to the Member Solutions Supervisor accounts for repossession review when necessary. Considers and recommends extensions and/or payment arrangements on delinquent accounts to bring due date current. Consults as needed with the Consumer Loan Modification Team regarding extensions, payment arrangements, and workouts. Reviews and recommends charge-off accounts to Supervisor, Manager and/or AVP.

Performs other duties as assigned. All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

Focus
- Focus your full attention by carefully listening to and observing client or member. Connect
- Consistently be friendly and approachable. Demonstrate your care. Understand
- Listen empathetically and ask questions (70%/30% rule). Counsel
- Recommend solutions based on your member's needs and objectives. Advance
- Ensure that member's expectations were exceeded. Verify necessary follow-up actions.

A minimum of one-year prior office/clerical experience plus minimum of one (1) year prior collection, call center, and or customer service experience is required. Familiarity with state and federal laws governing collection procedures are preferred.

Assuming the above minimum experience, an incumbent selected for this position would need three months to be fully functional in the job.

The minimal formal education required is a high school diploma or its equivalent.

Position requires interpretation of auditory sources of information, i.e., group meetings,…