Member Solutions Representative I

JOB TITLE:
Member Solutions Representative I

REPORTS TO:
Member Solutions Manager

CLASSIFICATION:
Non Exempt

SALARY:
Hourly rate starts at $17.63, based on experience and qualifications

Job Specifications

• Requires a high level of accountability.
• Must be a self-starter and can manage assigned book of business with minimal supervision.
• Ability to solve problems and make decisions under high pressure situations.
• Strong critical thinking and negotiation skills.
• Excellent written and verbal communication skills.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Work requires sitting for most of the day. Work also requires occasional lifting of up to 35 pounds and occasional bending, squatting, reaching and kneeling to access credit union records.

Duties and Responsibilities:

• Contact delinquent members within Keystone's assigned Work Queues by telephone, email, and text messaging to determine reason for delinquency, and to offer adequate solutions to resolve delinquencies and control losses in accordance with the Collection Policy.
• Document all collection efforts within Keystone's Collection Activity workspace to include reason for delinquency, changes in contact and employment information, payment arrangements details, and record promises to pay.
• Take inbound calls on delinquent accounts and process phone payments through ECM system.
• Meet with members in-branch when needed to determine reason for delinquency, and to offer a solution for the member to bring their account current.
• Perform skip tracing to locate members' lacking good contact information.
• Identify and make recommendations for field calls, repossessions, legal action, and charge offs in accordance with the Collection Policy.
• Make recommendations for scheduled disbursements, ACH originations, internal/external transfers, direct deposits, and any payment options to resolve and prevent future delinquencies.
• Complete account research to determine delinquency patterns and assist members in understanding why their loans are delinquent.
• Meet daily call goals, right party contacts, and promise to pay quotas to reduce overall delinquency and reduce charge offs.
• Work bankruptcy notices within assigned work queue.
• Other duties as assigned by the Member Solution Manager

NOTE: The list of essential functions is not exhaustive. It may be supplemented as deemed necessary from time to time.