Job Description

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 Functions

• Conduct 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.

Qualifications

• High School Diploma/G.E.D. or equivalent, required
• 1+ years' combined Customer Service, Collections and/or Consultative Financial experience, required

Technical or Specialized Knowledge/Skills:

• Professional, diplomatic, and courteous communication skills are of critical importance.
• Strong attention to detail and accuracy of all transactions is of critical importance.
• Proficient in basic math (addition, subtraction, multiplication, and division).
• Ability to learn and retain relevant collections law and policy in a short amount of time.
• Predisposition for Creativity and Problem Solving as applied to individual situations within relevant laws and guidelines.
• Exposure to Microsoft Office programs (Outlook, Excel, Word, etc.) and web-based transactional systems to complete day-to-day member requests.
• (preferred) Able to use 10-Key by touch.

Additional Information

PAY RANGE: $20 to $23/hour, (S11), plus incentives and 3% annual target bonus.
Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

We anticipate this position to close on 08/14/2026. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.