Member Solutions Specialist

Job Type Full-time Description

JOB SUMMARY:

The primary function of this position is to assist the company in being the leading provider of high quality information, knowledge, and professional solutions. Provide exceptional service to all internal, external and potential clients and meet the company’s Service Promises and Standards.

Safeguard client information and vital records in a manner commensurate with the sensitivity of the information and in compliance with laws, regulations and the company’s information security policies, standards and procedures.

Under general supervision, the Member Solutions Specialist will be responsible for maintaining a complete debt collections portfolio, cross training in other areas of member solutions and providing general support in all areas of the department.

PRIMARY RESPONSIBILITIES:

• Provides exceptional member service to all internal, external and potential credit union members that meet the Service Promises and Standards of the credit union.
• Maintain a high level of accuracy and professional, courteous attitude with staff and business contacts.
• Maintain knowledge of the Credit Union’s philosophy, rules, and policies; reflect these in all activities and interactions with co-workers, members, vendors, and the public to ensure confidentiality.
• Receive payments and post amounts paid to members accounts.
• Locate and monitor overdue accounts, using computers and a variety of automated systems.
• Record information about financial status of members and status of collection efforts.
• Locate and notify members of delinquent accounts by email, mail, telephone, or personal visits in order to solicit payment.
• Confer with members to determine reasons for overdue payments and review the terms of loans, credit cards or other outstanding debt.
• Advise members of necessary actions and strategies for debt repayment, which includes acceptable payment arrangements
• Manage modifications for delinquent members and make recommendations.
• Providing member service regarding collection issues, process member refunds, process and review account adjustments, resolve discrepancies and short payments.
• Responsible for monitoring and maintaining assigned accounts, including member calls, account adjustments, small balance write off, member reconciliations and processing credit memos.
• Make recommendations for repossession and/or charge off for all account types.
• Accountable for reducing delinquency for assigned accounts.
• Work within guidelines and policies established by Credit Union.
• Skip tracing, asset searches and follow up on legal action such as conditional and final judgments and re-recording of judgments on such accounts.
• Recommend and log all charged off accounts (CHOs) into a master CHO Log for each member.
• Negotiate with members and others for the settlement of outstanding charged off debts.
• Perform other duties as assigned and support all areas of the company and its affiliates.

Requirements

SKILL REQUIREMENTS:

• Exceptional interpersonal skills
• Ability to maintain the integrity and confidentiality for the system and position.
• Ability to work with frequent interruptions and under constant pressure.
• Ability to read and interpret documents.
• Ability to write routine reports and correspondence.
• Ability to speak effectively with members.
• Ability to calculate figures and amounts applying concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information is available.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to type and operate personal computers and related software.
• Ability to perform each essential duty satisfactorily.

CANDIDATE PROFILE:

• Excellent Member Service
• Bright
• Verbal
• Assertive
• Approachable
• Enthusiastic; Energetic
• Flexible

OTHER REQUIREMENTS:

• High school diploma or general educational development (GED). With a minimum of three (3) year of directly related customer service experience in sales, collections or in a financial institution.
• Familiarity with collection practices and legal processes preferred
• Must be bondable
• Varying hours (evenings, weekends and holidays)

TECHNICAL REQUIREMENTS:

• Mathematical skills
• MS Word and Excel
  • Database skills
  • General office equipment

PHYSICAL DEMANDS

• The employee must freq