Member Solutions Specialist I​/II

Job Responsibilities

• Contact delinquent members to determine intent to pay and bring resolution to unpaid accounts within the limits set by the Fair Debt Collection Practices Act, Bankruptcy Reform Act, and other federal regulations.
• Manage a portfolio of accounts by sorting them based on due date or next contact date and setting follow‑up dates to ensure accounts are contacted within deadlines.
• Identify sources of money to assist members with payment options based on individual circumstances with the goal of negotiating immediate payments and/or promises to pay with specified payment dates and amounts.
• Appear as a witness in court on behalf of the Credit Union.
• Utilize a sales process to effectively influence action on accounts based on information gathering.
• Demonstrate effective skip‑tracing techniques by using credit bureau, origination systems, Internet, Web Xtender, Miser, FDI, Inter Act, and other skip‑tracing sites to locate information.
• Recommend accounts for revocation, repossession, charge‑off, legal action, garnishment or assignment to attorney after assessing the risk exposure.
• Systematically review delinquent accounts and follow up to maximize repayment.
• Inform, educate, and guide members regardless of individual circumstances.
• Maintain good member relations while collecting on delinquent balances.
• Interact with members who have outstanding court dates to negotiate a resolution.
• Remove or set flags on accounts to restrict access as appropriate.
• Strive to minimize delinquency and loan losses and achieve the Credit Union’s goals.
• Promote the Credit Union by cross‑selling services focused on member needs.
• Recommend accounts for workouts when appropriate.
• Recommend debit card restrictions when appropriate.
• Recommend accounts for satisfaction of judgment.
• Recommend accounts for garnishment release.
• Interact with members in accordance with state and Credit Union guidelines while working in a fast‑paced environment.
• Accurately and professionally document collection systems with details of current contacts and subsequent results for follow‑up.
• Research contact information to locate members when necessary.
• Explain options to resolve delinquency over the telephone.
• Assist members experiencing financial difficulty by making referrals to BALANCE or other consumer credit counseling services.
• Approve extensions based on guidelines.
• Maintain current knowledge of federal regulations and Credit Union policies and procedures related to collections and consumer lending.
• Perform various other duties such as transferring money to make payments on delinquent accounts and assisting members with automatic payment problems.
• Answer internal and external calls from employees or members and provide excellent quality service as indicated in the Member Experience guidelines.
• Give feedback to Supervisors about department and team goals.
• Other duties may be required and assigned by the supervisor.

• Meet goals defined in individual performance evaluation.
• Contribute towards individual, team, and department goals.
• Comply with all published enterprise‑level policies and procedures, including, but not limited to, Risk Management policies.
• Complete all required ongoing enterprise‑level training, including but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.
• Maintain current knowledge of federal regulations and Credit Union policies and procedures related to collections and consumer lending.
• Actively contribute ideas and suggestions to improve efficiency and service to members.
• Maintain confidentiality of all member and Credit Union account information.
• Attend training sessions as directed by Manager or Supervisor to keep skills current.

• Knowledge: Credit union or banking industry knowledge preferred.
• Skills:
  • Good keyboarding skills with the ability to maneuver in a Windows‑based environment.
  • Ability to effectively communicate with members verbally.
  • Self‑motivated.
  • Works well in team settings.
  • Ability to listen carefully, probe for additional details, and ask targeted questions to gather information.
  • Ability to handle stressful or difficult situations calmly and to manage multiple priorities in a timely manner without direct supervision.
• Minimum
  
  Education and Experience:
  
  
  • High school diploma or equivalent required.
  • College or business‑related courses preferred.
  • Prior experience in a busy public contact position at a credit union or financial institution required.
  • Experience handling member requests and inquiries.

• Must be able to work any required overtime and/or Saturdays as needed.

Must be able to sit for long periods of time. This job requires infrequent lifting or carrying of objects up to 10 pounds.

Virginia Credit Union is an Equal Opportunity Employer.