General Summary

The position requires a dedicated, diligent and detail-oriented Member Solutions Representative. The ideal candidate will manage and collect outstanding accounts receivables from members. This role requires excellent communication skills, persistence, and the ability to handle sensitive financial information responsibly. The representative will work to ensure timely debt recovery while maintaining positive member relationships and adhering to all relevant laws and regulations.

Key Responsibilities:

• Monitor and manage assigned accounts to identify outstanding debts. Work with management to develop strategies for improving collection efforts.
• Contact delinquent members via phone, email, text, and mail to discuss their accounts and negotiate payment arrangements and plans.
• Utilize effective communication, negotiation skills, and methods that encourage and ensure timely debt recovery.
• Maintain accurate records and documentation of all communications, interactions, transactions, and payment arrangements with members.
• Prepare regular reports on the status of accounts and collections efforts.
• Ensure all collection practices and activities comply with relevant federal and state laws and regulations.
• Provide excellent member service and support to resolve any accounts-related issues or disputes.

Essential Functions

• Telephone communication and negotiation are used to repay delinquent loan payments in a manner that is beneficial to the member and the credit union.
• Mail follow-up letters to members as needed.
• Document Member Solutions actions and activity on accounts.
• Comply with all federal and state laws and regulations as well as Credit Union policies and procedures.
• Provide financial counseling when needed or requested by members.
• Review delinquent accounts for errors and accuracy.
• Calculate and correct payment errors on delinquent loans.
• Recommend and initiate vehicle repossession and home foreclosure.
• Assist in the recommendations and preparations for the charge-off approval and processing process.
• Process and credit loan payments received from member and Member Solutions agencies to delinquent accounts.
• Contact delinquent members to discuss their accounts.
• Process Member Solutions Department incoming and outgoing mail.
• Finalize the mailing of delinquent loan letters as assigned by collectors.
• Input updated member and loan data into the core computer system as required.
• Conduct repossession proceedings.
• Contact delinquent members to discuss their negative share/share draft account.
• Process Member Solutions incoming and outgoing mail.
• Finalize the mailing of member delinquent loans.
• Coordinate the assignment and sale of repossessed collateral with repossession companies and agents.
• Assist with various other duties assigned.

Job Specifications

• A high school diploma or equivalent; an associate or bachelor's degree in finance, business, or a related field is preferred.
• Previous experience in collections, customer service, or a related field is highly desirable.
• At least 1-2 years of experience in a financial institution, with knowledge of all applicable Debt Collection laws and regulations, is preferred.
• Excellent phone skills and negotiating skills are required.
• Professional, well-developed interpersonal skills are necessary for projecting a positive image as a representative of the Credit Union.
• Requires judgment to solve day-to-day problems within established guidelines.
• Proficient in using personal computers, calculators, and Microsoft Office Products.
• Intermediate mathematical skills required (concepts and calculations involving decimals, percentages, fractions, etc.)

Physical Requirements

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull, and/or carry up to 10 pounds.