Member Solutions Specialist (Admin Center - Traverse City

Member Solutions Specialist

At 4

Front, we are more than a financial institution — we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams.

We believe in:

• Building authentic relationships
• Empowering our employees to grow and lead
• Creating a culture of respect, inclusion, and collaboration
• Delivering service that truly wows

Our team members live our credit union philosophy every day — people helping people.

When you join 4

Front, you can expect:

• Competitive pay
• Comprehensive medical, dental, and vision insurance
• Generous PTO and paid holidays
• 401(k) with employer match
• Tuition reimbursement and professional development opportunities
• Career growth pathways within a stable and growing organization
• A collaborative, supportive culture focused on teamwork and DEI
• Community involvement opportunities

The Member Solutions Specialist I is responsible for supporting members with delinquent accounts by identifying financial challenges and working toward solutions that restore account health. This role serves as an initial point of contact for member outreach, providing clear communication, repayment options, and guidance. The position ensures all activities are handled professionally, respectfully, and in compliance with policies and regulations. Through empathy, communication, and attention to detail, this role helps members navigate financial difficulties while protecting the credit union.

Member Outreach & Account Resolution

• Contact members regarding past-due accounts through phone, email, and correspondence
• Communicate account status and available repayment options
• Work with members to establish payment arrangements or next steps
• Support early-stage resolution of delinquent accounts

Account Review & Research

• Review delinquency reports and verify account status
• Identify potential causes of delinquency
• Research discrepancies or potential errors
• Ensure account information is accurate and up to date

Member Communication & Support

• Provide clear, respectful, and professional communication
• Answer questions related to account status and repayment options
• Support members in understanding their financial obligations
• Maintain a positive credit union image during difficult conversations

Documentation & Compliance

• Document all member interactions and account activity
• Ensure all actions align with policies, procedures, and legal requirements
• Maintain confidentiality and protect member information
• Follow established processes for collections and recovery activities

Loan Servicing & Support Activities

• Assist with payment arrangements, extensions, and account updates
• Support follow-up activities related to delinquent accounts
• Maintain accurate servicing records
• Assist with administrative tasks related to member solutions

Team Collaboration

• Work closely with Member Solutions team members
• Communicate account updates and potential issues
• Assist team members as needed
• Participate in meetings and team initiatives

Operational Excellence

• Complete tasks accurately and within established timelines
• Maintain organization and follow-through on assigned accounts
• Communicate issues, risks, and updates effectively
• Support continuous improvement of Member Solutions operations

What Success Looks Like

• Delinquent accounts are addressed early and effectively
• Members receive clear, respectful, and helpful communication
• Payment arrangements are established where appropriate
• Documentation is accurate and complete
• Compliance with policies and regulations is maintained
• Member Solutions operations run smoothly and consistently
• Members feel supported during financial challenges

Qualifications

Education

High school diploma or equivalent required

Experience

Previous customer service, collections, or financial services experience preferred

Knowledge & Skills

• Basic understanding of collections or account servicing processes
• Strong communication and customer service skills
• Ability to handle sensitive conversations with professionalism
• Attention to detail and organizational skills
• Ability to manage multiple tasks and priorities
• Basic computer and office software skills

Physical & Work Environment

• Primarily office environment
• Frequent sitting, typing, and computer use
• Occasional lifting up to 25–50 lbs

Compliance Commitment

• Bank Secrecy Act & OFAC requirements
• U.S. Patriot Act regulations
• Gramm-Leach-Bliley privacy and information security standards

Additional Expectations

• Assumes responsibility for tasks and duties as assigned

This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.