Member Solutions Associate

GHS Federal Credit Union • City of Binghamton, NY

16h • Onsite

About The Position

The Member Solutions Associate is a specialized support role within the Member Solutions team dedicated to improving loan performance, reducing delinquency, and increasing operational efficiency. This position centralizes key administrative, documentation, and member-facing responsibilities that directly impact collections success, collateral protection, and overall portfolio health. By absorbing the administrative and processing workload, the Member Solutions Associate enables the team to focus on high-value loss mitigation activity and member relationship work. The role requires accuracy, follow-through, and the ability to handle sensitive member interactions with professionalism and confidentiality.

Requirements

• High school diploma or GED required.
• Strong organizational skills and attention to detail with the ability to manage a high volume of documentation tasks accurately and on time.
• Clear verbal and written communication skills with the ability to handle sensitive member interactions with professionalism and empathy.
• Proficiency in Microsoft Office Suite and the ability to learn credit union-specific platforms.
• Ability to manage multiple priorities simultaneously and escalate issues appropriately to the Member Solutions Team Lead.
• Maintain high level of confidentiality regarding credit union staff and member information.
• Responsiveness to internal and external correspondence and inquiries. Follow through. Ownership and accountability.
• Maintain a professional work environment and businesslike appearance.

Nice To Haves

• Prior experience in a financial services, collections, loan servicing, or administrative support role is preferred.
• Comfort handling member-facing conversations around sensitive financial topics, including past-due accounts and payment arrangements, is a significant advantage.
• Experience with DocuSign or similar document management platforms is a plus.
• Associate degree in business, finance, or a related field preferred.

Responsibilities

• Create loan deferment forms, send via DocuSign, and scan and process upon return.
• Create and send subsequent action request forms via DocuSign and process completed documentation upon return.
• Create and distribute change of address forms via DocuSign, obtain member ID for verification, scan and process returned forms. Special focus on correcting delinquent member addresses to prevent future repossession complications.
• Create, send, and process ACH automatic payment forms. Follow up with members to obtain external banking information and ensure reliable payment setup. Reduce future delinquencies through structured repayment automation.
• Accept one-time phone payments directly from members over the phone, providing real-time resolution during delinquency calls and eliminating payment loss caused by member handoffs.
• Email payment instructions for workout and total loss loans utilizing the LPX Payment Form. Create and mail physical loan coupons when needed.
• Prepare and distribute loan coupons and payment information letters to ensure members have accurate and clear repayment guidance.
• Process information subpoenas.
• Handle Lender's Protection claims.
• Manage life and disability claims and payments.
• Provide Collateral Protection Insurance assistance and member education as directed by management.
• Assist with impounded vehicles.
• Prepare repossession paperwork for auctions.
• Resolve title issues.
• Process address changes, phone updates, and email updates for members as needed.
• Create documentation for membership card updates, send via DocuSign, process upon return, and open associated checking accounts where applicable.
• Identify natural cross-selling opportunities during member interactions, particularly around checking account opening, which supports repayment reliability and deepens the member relationship.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees