The Member Solutions Specialist works with members who have recently become delinquent on their loans, credit cards, and/or share drafts. Responsibilities include updating and maintaining all contacted member accounts, Member Solutions spreadsheets, and fielding phone calls and emails from members.

ESSENTIAL FUNCTIONS

• Daily contact of members and timely follow up on payment arrangements for delinquent credit cards, loans, and negative share drafts.
• Field incoming calls from members, review the notes on the account and assist the member with limited passing off to colleagues.
• Run daily member contact campaigns and note action in the members’ accounts. Field member call backs, emails, or website-based text messages as they are received and assist members accordingly.
• Update and log all member conversations and actions accurately and efficiently.
• Prepare and send a variety of member correspondence like delinquency notices and adverse actions in a timely fashion and promptly noting member accounts.
• Post attorney recovery payments and send documentation to the Accounting Department.
• Scan and file departmental documentation and index correctly to members’ accounts.
• Maintain a high level of confidentiality of all members’ personal and financial information.
• Comply with all applicable regulations, policies, and procedures.
• Keep supervisor informed of activities.
• Ensure proper maintenance, cleanliness, and security of work area, desks, equipment, etc.
• Exemplify Core Values, Vision, Mission and Service Promises.
• Maximize technological efficiencies within area of responsibility.
• Support the credit union's sales and service culture through behaviors.

SECONDARY FUNCTIONS

• Assist Loan Servicing Department with assigned ad hoc responsibilities as needed.

QUALIFICATIONS AND EDUCATION

• Bachelor’s degree preferred.
• One year of collections experience and/or experience working in a financial institution.
• Numerical aptitude.
• Excellent analytical skills and the ability to troubleshoot problems.
• Excellent organizational, written and interpersonal skills.
• Proficient with MS Excel, Outlook and Word.
• Ability to handle stressful situations and maintain composure.
• Ability to orally communicate effectively with members via telephone.
• Ability to work independently.
• Strong initiative and drive.
• Able to interact effectively with management and staff.

PHYSICAL REQUIREMENTS

• Finger Dexterity: Use of the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: When one must frequently convey detailed or important instructions or information accurately or quickly.
• Average Hearing: Able to hear average or typical conversations and receive ordinary information.
• Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or computer screens.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

WORKING CONDITIONS

• None: No hazardous or significantly unpleasant conditions (such as in a typical office)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Reasoning Ability: Ability to deal with a variety of variables under limited standardization. Able to interpret various instructions.
• Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.
• Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.

All descriptions have 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. 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 disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.