Member Solutions Specialist

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by working with members to obtain payment or use the credit unions tools to make arrangements that result in a solution on delinquent accounts. Prepares and administers the necessary legal work to ensure payment on accounts including, but not limited to legal filings, repossession, and bankruptcy management.

Essential Responsibilities

• Assists members in person and by telephone by operating an on-line teller terminal to view their account and help determine payment arrangements.
• Quickly and accurately processes the information necessary to recommend for repossession.
• Accurately prepares the paperwork necessary to obtain payment on account, including but not limited to right-to-cures.
• Works with members who have payment protection on their loans to ensure that a disability payment claim is completed and continues to monitor the account until the delinquency has been resolved.
• Talks with members about their debts and financial concerns and assists them in making payment arrangements through offering different options that could include modifications or possible refinance
• Administers the Overdraft Privilege Program.
• Handles questions and concerns regarding CPI insurance.
• May train new employees.
• May cross-train in Member Solutions Supervisor job duties and functions and provide back-up to that area as needed.
• May cross-train in preparing the necessary paperwork to file various legal claims.
• Prepares the necessary paperwork to file claims for Chapter 7&13 and Chapter 128 bankruptcies.
• Prepares condition reports on vehicles returned to the Credit Union and prepares the vehicles for resale including notices to sell and deficiency letters.

Necessary Experience and Qualifications

• Ability to read, write, and comprehend detailed and sometimes technical instructions, short correspondence, and memos and ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Ability to operate an on-line computer terminal (including a good working knowledge of the core computer system and E-Mail) and adding machine normally acquired through a basic course or one to three months of on-the-job experience.
• Working knowledge of the products, services, and procedures needed to read and comprehend transactions as normally acquired through three to six months of on-the-job experience, at least one of which is with the Credit Union.
• Ability to concentrate and pay close attention to detail for over fifty percent of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
• Analytical ability necessary to research and resolve payment eligibility questions and help make strong decisions.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members and employees in stressful situations. Requires communication/listening skills necessary to effectively obtain necessary information to make payment eligibility decisions.

Work Environment and Physical Requirements

• Office environment with moderate level of noise
• Frequent use of telephone, copier, computer, fax machine and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration
• Minimal lifting of up to 25 pounds

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.