Member Solutions Specialist

Description

Creation Date: 6/20/2023

Revision Date: 02/23/2024

Job Title: 

Member Solutions Specialist

Reports To:

Member Solutions Assistant Manager

Department:

Member Solutions

Job Code:

Member Solutions Specialist

Position(s) Supervised:

N/A

Pay Grade:

Pay Grade 7

Job Description

Position Summary:

The Member Solutions Specialist is responsible for minimizing loss and maximizing recovery of delinquent and potentially delinquent accounts for the credit union while establishing WIN-WIN solutions, building relationships and providing excellent members service. 

Position Responsibilities:

• Initiates and administers collection actions on member accounts that are negative, at risk of default or delinquent; reviews and works the collection queue(s) on a daily basis.
• Documents all collection actions taken, including telephone conversations, payment arrangements, and correspondence, in collection package.
• Negotiates and coordinates payment arrangements with member(s); initiates loan modifications and work-out agreements including preparation of appropriate supporting documentation and recommendations for review and approval.
• Ensures the security and confidentiality of private member information. Refer to procedure for current guidelines.
• Effectively communicates with members regarding delinquent accounts while maintaining clear, concise, and error-free communications. 
• Reviews accounts for completion of due diligence and makes recommendations for repossession in accordance with credit union policy.
• Reviews accounts for completion of due diligence and makes recommendations for charge off in accordance with credit union policy.
• Advises Member Solutions Assistant Manager or Director of Member Solutions of cases requiring special attention.
• Stays apprised and complies with established State and Federal laws and regulations as they pertain to collections/transactions/tasks performed (ie: FDCPA, FCRA, SCRA, etc) and credit union policies and procedures.
• Maintains well-developed working knowledge of the assigned duties and job functions; keeps up-to-date and request additional training and/or development as needed.
• Works diligently to meet or exceed collection goals established by management.
• Perform MIP (Member Identification Program) process as outlined in the credit union’s Bank Secrecy Act procedure. Ensure the security and confidentiality of private member information. Refer to procedure for current guidelines.
• Assists with training of new or established Member Solutions staff as necessary.
• Recommends improvement of procedures and processes involving job function(s) to management.
• Educate account holders on the potential legal actions derived from the delinquency.
• Provide excellent and courteous service to members at all times. 
• Perform skip tracing as needed.
• Ensure prompt recovery of collateral. 
• Develop industry contacts and utilize those contacts to minimize Credit Union losses. 
• Reports regularly to work and returns from breaks and meal periods on time according to schedule and credit union procedure.
• Works remotely or at a specified credit union location as required. 
• Flexibility in scheduling as necessary to ensure departmental coverage. May be subject to change without notice. 
• Additional tasks as delegated.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school diploma or equivalent.
• 1 year of similar or related experience.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of credit union policies, procedures and established processes.
• Knowledge of federal, state and local laws, statues, regulations, codes and standards related to the area of responsibility. 
• Knowledge of general operations of the credit union.
• Basic understanding of the U.S. Bankruptcy Code.
• Actively learn by understanding the implications of new and existing information for current and future problem solving and decision-making.
• Actively look for ways to help members and co-workers.
• Deal professionally with people under stressful or adverse conditions and circumstances.
• Ability to effectively deescalate high tensed situations and interactions. 
• Ability to work well independently.
• Ability to work well in stressful situations.
• Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Perform effectively in environments with frequent workload changes and competing demands.
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions and approaches to problems with successful outcomes.
• Use tact and diplomacy.
• Working knowledge of the Small Claims Court system.
• Excellent communication, telephone, and public relations skills.
• Analyze and evaluate situations that affect the loan assets of the credit union.  
• Apply basic investigative techniques: interviewing, validating factual information, and preparing clear and concise reports.
• Communicate concisely and effectively with written and oral communication.
• Exercise tact, diplomacy and self-control.
• Establish and maintain a good rapport with management, employees, vendors and members.
• Establish program goals and objectives that support the credit union’s strategic plan.
• Maintain a high level of confidentiality in all areas of responsibility.
• Perform duties accurately and with attention to detail.
• Suggest programs and processes to improve collection procedures and the delinquency ratio.
• Use logic and reasoning to analyze and identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Work extended hours as required or requested by management to complete assigned projects, maintain appropriate staffing levels to provide service levels for member facing jobs or to ensure safety requirements are met.
• Work under pressure or stress, handling multiple tasks and meeting deadlines with frequent changes to priority status.

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment, computers and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position. 

Equal Employment Opportunity Employer

Our credit union team and members include people of all races, religions, cultures, physical abilities, sexual orientations, and gender identities and/or expressions. Together, we are the community we serve, and we believe that a community is strongest when there is diversity, equality, and inclusion.

Stronger leaders. Stronger coworkers. Stronger friends.

Employee Signature:

Name

Date:

Requirements

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school diploma or equivalent.
• 6 + months of similar or related experience.
• Bilingual (Spanish is a Plus)

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of collection procedures and related laws and regulations.
• Understanding of Credit Union loan products and policies. Familiar with default and enforcement clauses.
• Familiar with deposit programs, account ownership, and casualty insurance.
• Basic understanding of the U.S. Bankruptcy Code.
• Understanding of Small Claims Court system.
• Accuracy and thoroughness in work.
• Excellent communication, telephone, and public relations skills.
• Ability to work well independently.
• Ability to work well in stressful situations.
• Physical Demands and Work Environment
• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.

Equal Employment Opportunity Employer

Our credit union team and members include people of all races, religions, cultures, physical abilities, sexual orientations, and gender identities and/or expressions. Together, we are the community we serve, and we believe that a community is strongest when there is diversity, equality, and inclusion.

Stronger leaders. Stronger coworkers. Stronger friends.