Member Solutions Specialist; Collections Specialist

Who You Are

The Member Solutions Specialist (MSS) is responsible for assisting members in bringing loans and accounts current during times of financial difficulty. This role emphasizes using compassion and collaboration along with industry knowledge and products to help members navigate into a better position of financial health, while holding them accountable to their commitments to GNCU.

The MSS role revolves around communication with members, including a large volume of outbound calls and emails, and documentation of members’ circumstances and stated intent. MSS’ utilize a variety of tools to develop repayment plans including: scheduling and processing payments; facilitating loan modifications, deferments, or restructurings; and connecting members to appropriate resources. These communications play a pivotal role in maintaining the delinquency ratio of the credit union and helping our members avoid escalated collection actions.

The MSS role goes beyond a simple collection approach to delinquent accounts and focuses on building a relationship of trust and respect with our membership towards a mutually beneficial solution. This is not a commission-based position.

This role is based in-branch, Monday through Friday from 9:00 AM to 5:00 PM, with the potential to transition to a hybrid remote schedule after 9–12 months, based on performance and business needs.

• Min. 3 years of customer service experience
• Must be extremely independent, disciplined, & resourceful
• Possess a talent for finding a creative plan to our members
• An open communicator and humble collaborator
• Willing to extend radical empathy in your relationships
• Ability to navigate a large volume of outbound calls and remain organized when navigating between different streams of incoming member responses
• Proficiency with standard banking software systems, Microsoft Office, and office equipment.
• Ability to maintain confidentiality and exercise sound judgment in all member and staff interactions.
• Commitment to providing exceptional member service and supporting the credit union’s mission and values.
• Utilize provided resources to assist in moving quickly between tasks without compromising accuracy.

• Achieve connection and service in 75% of reviewed calls
• Accurately process transactions for loan payments and transfers
• Manage workflow of daily promise sheet, active modification log, and third party contact efforts
• Actively engage in Good Neighbors culture through participation in group meetings, trainings, and volunteer events throughout the year
• Maintain confidentiality and adhere to all credit union policies, procedures, and compliance standards
• Represent the Good Neighbor Experience by building trust, educating members, and fostering long-term relationships in service without judgment
• Understand and clearly explain loan terms, conditions, rates, and payment expectations to members
• Make collaborative decisions with solutions manager for advanced strategies for member accounts

Reports to: Solutions Manager

Job Type(s): Full-Time

Pay: From $22 per hour

We invest in your growth with paid training, events, and conferences to help you advance your skills and career.

Enjoy your paid time off. Four weeks per year to rest, recharge, and maintain work-life balance. Prorated in your first year.

Your hard work deserves time off: 12 paid holidays plus a birthday holiday to celebrate you.

Free Vision and Dental at every tier — plus a no-cost health insurance option — to make your well-being the priority.

Focus on recovery, not finances, with free short- and long-term disability benefits.

Gain peace of mind with complimentary life insurance for you and your loved ones.

Enjoy exclusive employee loan discounts to help make borrowing easier and more affordable.

Build your future with a 401(k) plan that includes a 6% company match.