Member Solutions Associate - Wichita, KS

Job Details Level: Entry

Job Location:

Wichita, KS 67202

Position Type:
Full Time Education Level: High School Salary Range: $20.49 - $25.62 Hourly Travel Percentage:
None Job Shift: Day Job Category:
Banking Responsible for performing collection activities across all credit union products, including consumer, commercial, real estate and depository accounts. This includes overdrawn accounts, credit cards, lines of credit (secured and unsecured), signature loans, auto loans, as well as mortgage secured loans such as home equity loans. Reviews delinquent accounts to assess the status and determine the root causes of delinquency.

Initiates contact with members to resolve outstanding balances and applies appropriate collection strategies to ensure timely and effective recovery.

• Manage an assigned queue(s) by ensuringtimelyfollow-up and resolution.
• Initiate contact with members via phone, text, email, and other written communication methods to discuss delinquent accounts and explore repayment options.
• Build rapport with members by demonstrating empathy,professionalism and commitment to helping them resolve financial challenges.
• Collaborate with members to create realistic repayment plans and accurately record all interactions and agreements in the system.
• Useappropriateand compliant collection strategies tailored to each situation to recover delinquent funds effectively.
• Assistinlocatingmembers with approved skip tracing tools and resources.
• Work closely with internal teamsto resolve account issues and support member needs.
• Handle sensitive member information with discretion and adhere to all applicable regulations and internal policies.
• Contribute to a collaborative and respectful team culture bymaintaininga professional attitude, supportingpeersand engaging in constructive communication.
• Attend training sessions and stay informed about updates to policies, procedures, and regulatory changes.
• Operate within the credit union’s phone system to manage inbound and outbound calls efficiently. Maintain availability during scheduled hours toassistmembers and support internal team needs.
• Providetimelyupdates to managementregardingaccount trends, member concerns and any issues that mayimpactcollection efforts or member relationships.
• Support departmental and organizational needs by completingadditionaltasks and responsibilities as required.
• Other job duties as assigned.

• Completed high school diploma, GED or equivalent combination of formal training and experience

• Knowledge of collection procedures and related laws and regulations suggested but not required
• Familiar with default and enforcement clauses suggested but not required
• Familiar with deposit programs, account ownership, and casualty insurance suggested but not required
• Understanding of Credit Union loan products and policies suggested but not required
• Basic understanding of the U.S. Bankruptcy Code suggested but not required

• 1-3 years collection experience

• Monitoring delinquent accounts
• Negotiating repayment plans andestablishingfeasiblepayment arrangements
• Basic understanding of credit union products and services
• Basic understanding of regulations such as FDCPA, TCPA and SCRA
• Familiarity with U.S. Bankruptcy Code
• Experience with core banking/collections software, CRM tools, and Microsoft Office
• Documenting all communications and outcomes in accordance with policy.
• Basic understanding of accounting principles suchasloan amortization, interestcalculationsand basic financial acumen
• Managing inbound and outbound calls efficiently in a fast-paced environment, usingmuli-line phone systems and other tools

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 10 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.

Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate…