Member Solutions Representative (Collections)

The Freedom Federal Credit Union Difference
Freedom Federal Credit Union believes that a great member experience begins with a great employee experience. We value our employees not just for their talent, but also for the difference they make to our members and the Baltimore and Harford County communities we serve. We strive to help our employees live up to their fullest potential, and, with that in mind, provide each of them a healthy, safe, and positive, yet challenging, work environment. A positive work-life balance, personal growth, purposeful work, and recognition of accomplishments are an essential part of what we offer. We’re looking for people to join our team, who share our vision and passion to make a positive financial impact on our members’ lives. If you’re ready to take the next step, join Freedom to truly make a difference. 

*This position is eligible for a $500 sign-on bonus.

The Member Solutions Representative will perform a variety of investigative duties relating to the collection of the delinquent loan, negative balance, and charge-off portfolio.  Member Solutions Representative’s assist and coordinate the collections operation so all delinquent accounts are contacted early, and payment arrangements are made to alleviate further collection action and mitigate the risk of loss.  Responsibilities for MSR’s will be to locate and contact members by utilizing available collection tools, encourage repayment, and document collection activity. MSR’s will inform management of activities and challenges, monitor accounts to ensure arrangements are kept, resolve outstanding title issues, and will maintain all records to provide a chronology of collection activity for every delinquent account.  Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).  Maintains confidentiality of current, past, and potential members and their personal and financial information.

The role may have the option for Hybrid working once fully trained. 

Duties and Responsibilities include:

• Maintain a systematic process for identifying delinquent accounts and respond to delinquent situations with collection activity.
• Ensure daily calls are made for collection of all credit union loans and negative shares.
• Determine the reason for delinquency and make appropriate arrangements to bring accounts current.
• Monitor all accounts to ensure arrangements are kept. Ensure that proper documentation is present on all accounts for access by others in department and organization. Assist other employees when dealing with delinquent member accounts.
• Analyze members’ needs through personal contact and cross-sells products, automated services, and other services.
• Maintain compliance with regulations and operational policies and procedures of Freedom. Maintain compliance with regulatory permissions and restrictions.
• Utilize available collection and skip tracing tools to locate members that cannot be located.
• Analyze information to negotiate extension agreements and /or collection maneuvers and refer to V.P. Operational Support for review.
• Review and recommend action to take possession of collateral involved in delinquent loans.
• Conduct evaluation of collateral and arrange for disposition.
• Ensure that sufficient account research is completed prior to recommending legal action (check for any errors by the credit union such as funds applied incorrectly, etc.).
• Verification of proper documentation present for all required paperwork for small claims.
• Stay current with all provisions of the federal and state bankruptcy codes and regulations as well as repossession and collection laws.
• Document bankruptcy filings.
• Adhere to all member service standards as set forth by the credit union.

Required

• High School Diploma/GED 
• Minimum of 1 year of relevant experience, 2 or more is desired
• Knowledge of principles and processes for providing customer and personal services
• Knowledge of laws, legal codes, court procedures, precedents, and government regulations

COMPANY INFORMATION:

Freedom Federal Credit Union is a community-chartered federal credit union offering consumer financial services to those who live, work, volunteer, worship, attend school, or have family in Harford and Baltimore Counties. Additionally, Freedom offers a full line of banking services for all businesses, associations, and other organizations that are based in Harford and Baltimore Counties. To learn more, visit freedomfcu.org.

Freedom provides employees with competitive compensation, an excellent benefit package that includes medical, dental, an employer matching 401(K) Plan, generous paid ti