As a Member Solutions Specialist I, you will mitigate loss to the credit union by proactively managing delinquent loans/accounts through prompt and efficient collection and recovery practices. Position has experience with multiple stages of delinquency and across multiple product types. Responsible for processing collections on various types of loans to include negative shares, unsecured, and auto loans. You will be responsible for handling all collection related communication, making payment arrangements with Members, recommending appropriate action on accounts such as payment plans and repossession. Methods of communication include inbound and outbound collection calls, e-mail, letters, text and in-person contact.
Direct Reports: None
HOW YOU WILL MAKE AN IMPACT
- Responsible for completing daily collection calls within designated queues and maintaining adequate notes for each delinquent account within the software system.
- Communicates with members whose loans/accounts are in default, including inbound and outbound calls, e-mail, text, letters and in-person contact. Responsible for making payment arrangements or recommending further action on accounts, such as repossession. Refers possible workout scenarios to team lead or department supervisor. Demonstrates judgment and discretion within the framework of all applicable regulations and policies. Arrange for debt repayment or establish repayment schedules based on members’ financial situations to bring accounts to a current status. Notify co-signers regarding status of delinquent accounts. Secure credit bureau reports. Completes light skip tracing.
- Responsible for meeting delinquency, loss, and productivity goals as established by management. Provides support and assists other departments and branches as needed.
- Builds collection and systems knowledge by attending educational workshops, webinars and training opportunities offered through a variety of resources, such as trade associations, vendors, and the credit union’s learning management system.
-- Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
-- If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.
WHAT YOU WILL NEED TO SUCCEED
Experience
2+ years customer service experience in banking, retail, or related field.
Education / Certifications / Licenses
A High School Diploma or equivalent. NMLS# Required.
PREFERRED SKILLS
Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.
Professional level of verbal and written communication skills are essential to the position.
Capable of analyzing credit and financial information.
The ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.
Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.
Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.
Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.
INTERPERSONAL SKILLS
Courtesy and tact are essential elements of the job.
Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
Communications generally require shorter and not in-depth discussions.
COMPETENCIES
Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.
Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.
Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity.
Self-Motivated - Demonstrates initiative to address challenges, accomplish tasks, and seize opportunities, even when challenged. Demonstrates appropriate urgency and positive attitude while doing so.
Teamwork - Effective team player who adds complementary skills and contributes valuable ideas, opinions, and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.
ADA REQUIREMENTS
Physical Requirements
Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing / descending stairs in an emergency situation.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be capable of regular, reliable, and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.
ACKNOWLEDGEMENT
Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time. Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.
