Member Solutions Specialist

Title: Member Solutions Specialist

Department: Member Solutions

Reports to: Member Solutions Manager

FLSA: Non-exempt

Job Grade: 8

Job Purpose: Provides service to the credit union by initiating member contact in order to reduce delinquency and loss on all products and services offered to members, including any clerical processes and procedures deemed essential to reduce delinquency and /or loss to increase recoveries.

Essential Job Functions:

JOB SPECIFIC RESULTS

MEMBER CONTACT

1. Diligently attempt to contact all delinquent customers by using the most effective means possible by meeting minimum outbound call goals. Listen to member issues and proactively offer solutions to their delinquency. Exhibit the ability to persuade members to resolve delinquency. Use effective communication techniques to overcome objections to making payments on delinquent products.
2. Adhere to the Call Flow Matrix, Skip Matrix, Left Message Matrix and Next Work Date Matrix as presented by the Member Solutions Manager. Ensure key call objectives are met and annotated on every member attempt or contact. Ensure outlined Work Standards are met in regards to outbound attempts and queue management.
3. Review each and every delinquent account for possible legal action if the member is not willing to make suitable arrangements. Make recommendations to the Member Solutions Manager based on communications with the member.

CLERICAL PROCESSES AND PROCEDURES

1. Reviews Negative Shares on a daily basis. This includes management of member accounts and proper analysis of steps to be taken to reduce delinquent balances. This involves calling upon and sending letters to members who have a negative balance for a predetermined amount of time. This also involves managing NSF checks properly as well as initiating repayment plans with delinquent members. Process letters regarding Delinquent Loans, Credit Cards and Negative Checking Accounts.
2. Answers all inbound calls from members and internal employees regarding the following: Negative Share Accounts, Delinquent Loans and Credit Cards and Charged-off Accounts.

GENERAL MEMBER CONTACT STAFF RESULTS

1. Maintains account records by updating member information as necessary.
2. Must have knowledge of Credit Union products and services to offer creative solutions to resolve member financial difficulties. By understanding loss mitigation tools that we offer, initiate communication between the member and other staff as appropriate.

GENERAL STAFF RESULTS

1. Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only.
2. Engages in problem resolution by clarifying the members and/or employees complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.
3. Complies with UKFCU policies and procedures by enforcing and adhering to internal UKFCU procedures and board-established policies.
4. Complies with federal, state and local regulations and legal requirements by enforcing and adhering to requirements.
5. Maintains professional and technical knowledge by maintaining an awareness of competitors rates and terms, industry trends and technology; attending staff meetings; identifying opportunities to attend seminars that enhance skills and maintain knowledge of new products that could assist in improving operational effectiveness; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
6. Contributes to a team effort by accomplishing corporate and individual goals and other related results as needed.

KEY COMPETENCIES

• Professionalism in all communications.
• Commitment to the Credit Union movement and philosophy.
• Integrity in all actions.
• Ability to identify the needs of the member and provide services to meet those needs.
• Accountability to established metrics and performance goals.

MINIMUM REQUIREMENTS

• Six months to two years of similar or related experience.
• High school diploma or equivalent.
• Proficient with Microsoft Office, Excel and Word.
• Ability to communicate with others one-on-one, fielding questions and responding to complaints.
• Strong, friendly voice and demeanor, good diction.
• Ability to compute rate, ratio and percent with American currency, and to apply these concepts to practical solutions.
• Ability to define problems, collect data, establish facts and draw conclusions while dealing with a variety of abstract and concrete variables.
• Ability to work independently.
• Knowledge of collection laws and procedures.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to work indoors in a climate controlled office setting. The noise level in the work environment is usually moderate.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job include the occasional need to be persuasive, use good judgment; and, the continuous need to use auditory perception, memory, and reasoning ability.

*The intent of this job description is to provide a representative summary of the types of results that will be required of the positions given this title, and shall not be construed as a declaration of the specific responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically outlined in this description.

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UKFCU is an equal employment opportunity employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran. UKFCU invites you to review the current "EEO Is the Law" poster as part of the application process. A link to the most current posters is. Please also see the 2015 Supplemental EEO Poster.

The Credit Union leadership recognizes that to achieve its vision and mission, it must embed the values of Diversity, Equity, and Inclusion (DEI) in all aspects of the Credit Union's work. Together, the staff, membership and communities are diverse and as such, the Credit Union must reflect and respect that diversity. The Credit Union's leadership recognizes and believes when an organization's leadership and staff are representative of the people that it serves, it can better meet its vision and mission. Further, the Credit Union leadership believes that it benefits when diverse perspectives are represented, respected and included among the discourse and decision-making that takes place at the Credit Union, and with and among its staff, membership and communities.

Applications are only accepted through our online application system. However, if you need assistance with any part of the application process or are unable to apply online because of a medical condition or disability and need an accommodation, please contactto let us know the nature of your request. Please note, UKFCU accepts only employment applications that are complete and received by the Office of Human Resources by the specified deadline for each opening.

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work arrangements. (Maximum of two days remote, three days in-office). To be eligible for the program, employees must complete a minimum of 6 months of continuous, regular employment, be in good standing, and submit a formal hybrid work application prior to being eligible for hybrid work, pending supervisor approval. Work schedules will be established by the employee's supervisor according to business needs. Working locations and schedules may be altered at management discretion.