Member Solutions Specialist

Job Summary

Responsible for all activities related to the collection and curing of all delinquent loans and share accounts. To assist the member in developing a plan to bring his or her account current.

• Collects on all delinquent loans, including consumer loans, mortgage loans, Visa accounts, share accounts, member business loans and other loans as assigned.
• Works through assigned delinquency queues via collection system by following up on telephone calls and sending appropriate collection correspondence, and documenting each account working with accurate and current information to secure a satisfactory resolution to the delinquent account.
• Researches delinquent loans and account histories to ensure that errors are detected and to become familiar with the current account situation, which will aid in the collection of the delinquent loan and to allow the member to have a full and complete status of his or her loan.
• Responsible for achieving all individual, departmental, and company goals as set forth for current position.
• Consults with members who are delinquent, requests extension of loan payment or skip payment, takes the application, and processes the request according to departmental procedures.
• Assists in the training of new employees as assigned.
• Assists in coordination of workflow, reporting, and daily operation of the Collection Department.
• Reviews and recommends to Repo Specialist which accounts should be repossessed, and reviews and recommends to Assistant Manager of Collections and Recovery which accounts should be foreclosed. All accounts must have appropriate procedures followed, files ordered, information printed, and proper documentation to account.
• Processes and follows written procedures in taking ACH payments.
• Researches and resolves credit bureau corrections as requested.
• Monitors and collects accounts that would involve special handling, due to their guidelines and restrictions. Example:
  Stretch Pay, end lease balances.
• Identifies, researches, and follows up on accounts that need skip tracing, bankruptcy, or insurance issues resolved.
• Recovers funds from non‑sufficient fund (NSF) checks that are forwarded to the Collections Department.
• Reviews and accepts consumer credit proposals and processes those payments.
• Provides backup and assistance to Collections Processor, as needed.
• Transfers shares, processes checks received, balances drawer, and turns in appropriate daily paperwork.
• Performs all duties in compliance with federal and state regulations, 7 17 Board Policies, as well as departmental and credit union procedures.

Occasional errands to clerk’s office.

• High school diploma or equivalent.

• At least 3 years in a collector’s position within the last 7 years.

* Defined as three years in a debt collection position(s) where the majority of one’s job included collecting delinquent consumer, mortgage and/or commercial accounts.

• Must attain an acceptable score on a validated assessment test.
• Must have the ability to plan, follow‑up collections and to establish effective control pertaining to same.
• Ability to use sound judgment in dealing with the member and be able to analyze past‑due accounts.
• Must have general knowledge of Credit Union operations and functions of other departments.
• Accuracy and thoroughness in the verification of the status of member accounts; skill and tactfulness in communicating with members concerning their accounts; persistence in the daily and weekly routine of loan repayment follow up; mental alertness; neat appearance; punctuality; and cooperative attitude in working with other employees.

• Customer service attitude and skills to include: team player attitude, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, and resourcefulness.
• Professionalism to include: confidence, good judgment, appropriate demeanor and appearance; ability to interact with employees and members.
• Skills to include: problem solving, decision making, time…