Member Solutions Specialist - Credit Union Collections Specialist

ESSENTIAL FUNCTIONS AND BASIC RESPONSIBILITIES:

Monitor payments for late and/or delinquency status. Notify co-signers regarding status of delinquent accounts.

Reach out and follow up with members on delinquent accounts by telephone, text, and correspondence to secure a satisfactory resolution to the repayment problem.

Monitor and review delinquent and problem accounts closely. Keep management informed of activities, progress toward established objectives, and any significant problems.

Be aware of departmental goals and deadline requirements and attain as required. Ensure all collection actions/activities are performed in accordance with establish Credit Union policies and are legally compliant

Keep accurate and up-to-date activity reports on delinquent accounts. Document all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence. Update member files and system accounts via the Credit Union’s collections software.

Perform skip tracing on accounts and pull credit reports as necessary to locate members and update member information.

Research accounts that appear on late and potentially late records to ensure that Credit Union errors are detected promptly.

Maintain the Credit Union’s professional reputation throughout collections operations and in all contacts with members. Maintain confidentiality.

Attend training sessions (CUPATs) and complete required training in a timely manner. Attend and participate in other group or company meetings as required.

Maintain a clean, secure, and well- organized work area and contribute to the overall cleanliness of the HFCU properties.

Perform miscellaneous requests and other duties as assigned. Respond to email and phone inquiries, file, fax, and mail information.

JOB COMPETENCIES/REQUIREMENTS:

• Ability to work a flexible schedule with occasional evening hours as needed
• Handle all information/documents in a confidential and secure manner. Be aware of surroundings when working with member files and when speaking with members, both in person or over the phone, when discussing or gathering personal and confidential information.
• Be friendly, outgoing, and creative. Comfortable reaching out to members; working face-to-face, on the telephone, and in written communications with people.
• Good organizational, communication and business writing skills to exhibit professionalism and deal effectively with internal and external contacts.
• Ability to be adaptable; to adjust to change with reasonable instruction.
• Conscientious, comfortable with detail, and the ability to be multi-tasked to coordinate and prioritize the workday efficiently. Comfortable working under pressure, self motivated and able to work in a team environment.
• Ability to understand and monitor compliance functions and responsibilities assigned within a credit union and the ability to stay current in the changing environment of compliance.
• Ability to work cooperatively with others to identify, recommend and implement opportunities for increased efficiency.
• Ability to work independently and as a member of a team.

EDUCATION/KNOWLEDGE AND EXPERIENCE:

High School graduate or equivalent. Knowledge of collection procedures and familiarity with related laws and regulations preferred.

This position requires a highly organized, detail -oriented self-starter with good writing and verbal communication skills. Excellent phone skills/etiquette and the ability to communicate clearly and effectively over the phone and in writing is critical.

Good computer knowledge and a high level of experience with Microsoft Office Products as well as other business equipment required.

WORKING CONDITIONS/ENVIRONMENT:

Flexible work opportunities including potential for hybrid schedule after an initial training period. Due to the requirements of this position, the initial training period may last anywhere from six (6) to eighteen (18) months. Hybrid schedule must be approved and is granted on a case by case basis. This position requires sitting for long periods of time and working primarily at a workstation or desk in an open office environment. Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone. Stretching breaks are recommended to avoid injury.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Heritage Family Credit Union reserves the right to revise or change the essential functions and employment standards as the need arises. This description does not constitute a written or implied contract of employment.