Assoc. Member Solutions Specialist

Travis Credit Union•Vacaville, CA

5d•$23 - $29•Onsite

About The Position

The Associate Member Solutions Specialist performs collection and loss mitigation activities for delinquent member accounts in alignment with Travis Credit Union’s mission. The role provides direct internal and external support for deposit, consumer loan, mortgage, and credit card accounts, using appropriate strategies, systems, and vendors to recapture delinquent dollars, reduce losses, and proactively assist members in reducing delinquency. The position provides member support across channels, applies regulatory and organizational guidelines, and performs assigned collection and loss mitigation duties. It assesses members’ financial circumstances, identifies opportunities to promote relevant products and services, manages third-party vendor reporting and compliance requirements, and recommends process improvements. Depending on experience, the specialist may handle repossession, bankruptcy, system testing, and executive reporting, and may coach and train less experienced staff. This is a temporary position for up to six months, payroll-administered through a third-party agency. The schedule is Monday through Friday, 40 hours per week, and the role is 100% onsite at TCU Headquarters in Vacaville, California. Candidates must live within reasonable commuting distance of the communities served by Travis Credit Union. Benefits are not offered for temporary positions. Employment visa sponsorship is unavailable; candidates must have current authorization to work in the United States.

Requirements

High school diploma.
At least 2 years of previous collections experience for the Associate Member Solutions Specialist role.
Sound understanding of credit union products and services.
Working knowledge of the Fair Debt Collection Act, Rees-Levering, and relevant regulatory guidelines.
Ability to work independently and achieve goals with minimal supervision.
Effective, professional verbal and written communication skills.
Ability to self-direct, exercise independent judgment, and multitask proficiently.
Strong attention to detail, analytical skills, and organizational skills.
Proficiency with Microsoft Office for Windows.
Current authorization to work in the United States; visa sponsorship is not available.
Residence within reasonable commuting distance of the communities served by Travis Credit Union.

Responsibilities

Provide internal and external member support through all channels, focusing on first-contact resolution and problem-solving for delinquent accounts and inquiries.
Follow regulatory, GSE/investor, TCU, agency, and department guidelines, policies, and procedures when performing collection and loss mitigation functions.
Perform assigned collection and loss mitigation duties, including contacting members through approved channels, to meet or exceed department goals.
Use a consultative approach to assess and address members’ financial conditions.
Identify opportunities to deepen member relationships by promoting and explaining relevant products and services.
Manage reports, deadlines, and compliance requirements related to third-party vendors.
Suggest improvements to processes and policies to improve efficiency, accuracy, and member experience.
Based on experience, manage processes and inquiries related to repossession, bankruptcy, and system testing.
Use sound decision-making when handling exceptions within assigned authority levels.
Participate in ongoing training and maintain current knowledge of credit union products, services, and promotions.
Coach, mentor, and train junior or less experienced staff as needed.
Based on knowledge and experience, provide accurate and timely executive reporting aligned with areas of responsibility.