The Member Solutions Specialist plays a key role in helping members navigate financial challenges while protecting the Credit Union's assets and minimizing risk. This position is responsible for managing inbound and outbound collection calls on past-due consumer loans, following departmental policies, procedures, and all applicable state and federal regulations.Through professional, empathetic, and solution-focused conversations, the Member Solutions Specialist works with members to understand their unique circumstances, identify appropriate repayment solutions, and help restore accounts to good standing. This role is expected to meet established Collections Department performance standards while delivering an exceptional member experience during sensitive financial discussions.
Essential FunctionsConduct early-stage collection activities through inbound and outbound phone conversations with members regarding delinquent consumer loan accounts.Clearly explain complex account information and utilize active listening skills to understand each member's financial situation and needs.Collaborate with members to identify solutions that support repayment, including payment arrangements and available payment options such as automatic transfers, bill pay, and payment by phone.Interview members to assess financial hardships, discuss available options, and recommend appropriate resolutions.Build positive relationships with members by demonstrating professionalism, empathy, and a commitment to helping them achieve financial stability.Meet departmental productivity and service standards while ensuring compliance with all applicable collection regulations.Provide support and assistance to team members and contribute to a collaborative work environment.Remain knowledgeable of and adhere to all Credit Union policies and procedures related to the Bank Secrecy Act (BSA) and other applicable regulatory requirements.
