Member Care Specialist

Salary Range: $38,000.00 To $44,000.00 Annually

The job is service oriented and clerical in nature, which requires effective verbal and written communication with managers and staff on a daily basis. Teamwork with peers, inner department and intra-departmental is essential to provide the best service to our internal and external members. Must be able to effectively and professionally communicate with all interactions, including but not limited to phone, email, instant messaging and in-person.

Priorities could include but not be limited to the following: contacting members by phone, letters, or email, to resolve past due loans. Processing documentation and paperwork related to loan collection activity. Processing and posting of member account activity for payments, collection of fees and/or charges, and any other research for loans. Understand and comply with all state and federal regulations and laws.

Ensure compliance with all governing regulations especially the Bank Secrecy Act requirements. Bank Secrecy Act knowledge determined by the Employee’s position and responsibility.

Individual exercises discretion and independent judgment with respect to matters of significance. Position qualifies for work from home options based upon meeting the terms of the SLCCU Remote Work Policy and SLCCU Remote Work Agreement.

• Contact members with past due loans and work with them to resolve the situation by using SLCCU services including direct deposit, offering additional fund and loan modifications.
• Make outbound phone calls on past due loans and meet the minimum number of calls assigned as volume dictates by manager.
• Answer incoming calls from both internal and external members along with vendors that come through the Member Care phone line.
• Skip tracing skills are essential to have effective results in contacting debtors and will be required to be performed as needed.
• Handle aspects of repossession of collateral, bankruptcy filings and charge off loan and deposit accounts.
• Assist with collection agency and attorney correspondence as needed.
• Process appropriate file maintenance on loan accounts.
• Process transactions such as debit or credits vendor related payments.
• Respond to and process electronic and written credit bureau disputes.
• Processing of General Ledger related activity.
• Process payment protection plan claims (disability and death). Process cancellations on products such as Extended Warranty or GAP after repossession, before charge off.
• Follow-up on loan accounts activity related to department.
• Use a warm and attentive voice. Listen carefully to members concerns and demonstrate empathy.
• Determine member needs, educate on appropriate products and services to meet those needs, and provide solutions. Work with other departments when needed to find the best solutions.
• Continuously look for opportunities to assist fellow employees in enhancing their ability to meet member's needs; help train.
• Help to ensure the integrity of the SLCCU brand at all times.
• Complete special projects and miscellaneous assignments or functions as required and/or assigned.
• Some Saturday hours may be required.

• Reliable: ready to work at scheduled times
• DWYSYWD: do what you say you will do
• Responsible: perform job duties accurately, on time and within budget; don’t pass the buck when something goes wrong
• Resourceful: run it like you own it (use CU resources wisely)
• Avoiding actions that warrant a write-up

• Adhere to all Credit Union policies and procedures
• Having a strong attention to detail to avoid repeated errors and errors due to blatant negligence.
• Cooperative: work together, not in isolation (together, everyone achieves more)
• Golden Rule: treat others the way you want to be treated
• Attitude: help create a friendly and positive atmosphere wherever you are
• Having no negative internal survey reports

• High school diploma and/or some secondary education helpful.
• Requires experience in consumer loan collections preferably 1 year or more.
• Prior experience with repossessions and Bankruptcy is preferred.
• Able to work with minimal supervision and be flexible and dependable.
• Must be accurate and…