Member Solutions Representative

JOB TITLE:    MEMBER SOLUTIONS REPRESENTATIVE

FLSA STATUS:    NON-EXEMPT
REVISED DATE:     11/14/2023

REPORTS TO:    ASSISTANT VICE PRESIDENT LOAN OPERATIONS
    
PRIMARY FUNCTION:
This position exists to achieve collection goals and maintain a delinquency rate within established guidelines through working directly with the membership.  This position is responsible for identifying and exercising proper control on all delinquent and negative accounts and coordination of Courtesy Pay program.

PRINCIPAL DUTIES/RESPONSIBILITIES:
1.    Contacts delinquent accounts by phone and mail. Advises and counsels members of necessary actions and strategies for debt repayment. Takes appropriate action to bring account to a current status. As necessary, helps members create custom payment plans to repay the credit union.
2.    Analyzes financial situation of delinquent borrowers. Makes recommendations to repossess collateral when arrangements to bring the loan current are unsuccessful.
3.    Coordinate Courtesy Pay program and collection of negative or past due accounts including compliance and maintenance of related procedures.
4.    Assist with bankruptcy claims and the sale of repossessions.
5.    Process insurance claim forms for members.
6.    Process skip-a-payments.
7.    Follow up collateral protection insurance.
8.    Maintain and update necessary reports.
9.    Testifies at legal proceedings as required. 
10.    Promote a positive work environment within the Member Solutions Department and foster professional inter-departmental communications.
11.    Process and mail necessary paperwork to outside collection agency as needed.
12.    Actively and thoughtfully communicate with their supervisor, planning their goals and development, taking accountability for their actions, and striving for excellence.

GENERAL DUTIES/RESPONSIBILITIES:
1.    Promote products and services.
2.    Attend all meetings as required.
3.    Maintain clean and professional work area and appearance.
4.    Maintain positive public relations and promote the credit union within the community.
5.    Complete educational programs as required.
6.    Perform the following commitments of service to each and every member at all times:
a.    Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b.    Keep a smile in my voice as well as on my face.
c.    Answer the telephone by the third ring.
d.    Call people by name and thank them.
e.    Give people my full and undivided attention; focus on the person face to face and on the telephone.
f.    Take responsibility for solving the individual's problem instead of referring it to someone else.
g.    Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h.    Follow through on necessary action(s) to be sure the problem is solved.
i.    Know that what's important is not only who or what created the problem but how the problem can be corrected.
j.    Protect confidential information.
7.    Other duties as assigned.

REQUIREMENTS OF THE POSITION:

• High School diploma or GED.
• Minimum 2 years’ experience in financial industry preferred.
• Minimum 1 year experience in collection field.
• Excellent verbal and written communication skills.
• Excellent analytical skills.
• Decision making skills.
• Ability to analyze credit.
• Typing skills.
• Computer knowledge.
• Thorough knowledge of collection laws and regulations.
• Excellent organizational skills.
• Ability to perform under pressure.
• Team player.

PHYSICAL REQUIREMENTS:
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.

VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).

WORKING CONDITIONS:
Both inside and outside environmental conditions.

HUMAN RELATIONS SKILLS NEEDED:
Ability to effectively communicate effectively with staff, members, and contacts outside of credit union in a timely, accurate and efficient manner.

INTERNAL TRAINING REQUIREMENTS:
Please refer to the credit union intranet for the internal training requirements for this position.

ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity