Member Solutions Agent(On-Site)

Sidney Federal Credit Union • Sidney, NY

4d • $22 - $28 • Onsite

About The Position

Here at SFCU we define our culture as one of GROWTH . Growing our member , growing our employee , and growing our organization . In this role your primary purpose is to work with our credit union members through our various channels of communication on payment arrangements and ensure positive outcomes for the members and Credit Union if possible. We are looking for a service minded individual to join our busy team. This is a great opportunity for the right candidate to work in a Member-Centric organization that is committed to cultivating employee career growth as well as providing exceptional customer service to our membership. Location: 42 Union Street, Sidney office. Salary range: $22.30-$27.87 Sfcu benefits statement: SFCU offers a comprehensive benefits package including 401K, wellness benefit options, paid time off, federal holiday pay and NYS sick time. In addition, SFCU fosters employee development through career pathing and a tuition assistance program.

Requirements

• High school diploma or GED required.
• One year to three years of similar or related experience.
• Prior computer knowledge is highly desirable.
• Aptitude for figures and ability to deal effectively and pleasantly with people.
• Strong communication, problem-solving, and conflict resolution skills.
• Ability to adapt in a fast-paced, member-centered environment.
• Team-focused, accountable, and committed to member success.
• Professional appearance and willingness to work flexible hours.

Responsibilities

• Proactively contact members via compliant channels to resolve past ‑ due accounts, including real ‑ time negotiation of payments, extensions, and workout arrangements.
• Handle consumer loans, credit cards, HELOCs/closed-end real estate, and select small business loans per policy and authority limits.
• Document all interactions thoroughly and accurately in the Collections system, and other communication channels for proper audit trails.
• Apply appropriate loss mitigation tools: extensions, payment plans, hardship programs, and loan modifications within authority.
• Make recommendations for referrals of repossession assignments for auto/vehicle collateral to the appropriate authorities.
• Follow escalation paths to include the Member Solutions Manager and the Vice President of Lending Support for severe delinquency, suspected fraud, or non-responsive accounts.
• Practice empathetic, solutions ‑ oriented communication; educate members on budgeting resources, payment options, and counseling referrals.
• Balance recovery efforts with member retention and long ‑ term relationship stewardship.
• Monitor and work assigned queues daily.
• Perform skip tracing using approved tools/databases to locate members or collateral.
• Manage impound/insurance claims; verify coverage and force ‑ place where applicable per policy.
• Ensure compliance surrounding bankruptcy notification and automatic stays.
• Ensure member communications and actions are FDCPA, FCRA, UDAAP, TCPA, SCRA, and state law compliant.
• Adhere to all federal and state regulations and NCUA guidance, internal policies, call recording standards, and QA scorecards.
• Maintain data privacy, secure handling of member information, and proper authentication.
• Participate in internal/external audits and implement remediation steps promptly.
• Coordinate with loan servicing, branch teams, underwriting, risk, legal, accounting, and third ‑ party vendors (repossession, skip trace, recovery agencies).
• Provide feedback to improve workflows, scripts, letters, and digital self ‑ service options.
• Performs other job-related duties as assigned.

Benefits

• 401K
• wellness benefit options
• paid time off
• federal holiday pay
• NYS sick time
• employee development through career pathing
• tuition assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED