Member Solutions Credit Card Specialist I

Wings Credit Union • Colorado Springs, CO

15h

About The Position

The Member Solutions Credit Card Specialist I provides service and support to credit card members while collecting past-due funds. The role helps members experiencing financial hardship, minimizes the credit union’s risk and loss, and seeks to maximize returns to members while following collection policies and procedures and complying with state and federal laws. The Specialist makes outbound collection calls and handles inbound calls from past-due members in a fast-paced environment, communicating professionally and efficiently while navigating multiple systems to provide hardship solutions.

The position makes timely collection calls to address delinquency patterns and explores available hardship solutions, including account modifications, pre-charge-off settlements, referrals to GreenPath or Financial Coaches, and payment arrangements. It also involves documenting member interactions and account updates accurately and complying with applicable policies, procedures, and regulations, including Bank Secrecy Act requirements.

Requirements

• High school diploma, GED, or equivalent.
• At least 1 year of collections experience working with financial services products, or at least 1 year in a member services role at Wings Credit Union.
• Professional, diplomatic, and courteous communication skills.
• Strong attention to detail and transaction accuracy.
• Exposure to Microsoft Office programs, including Outlook, Excel, and Word, and web-based transactional systems.
• Knowledge of state and federal collection-related laws, including BSA, TCPA, Gramm-Leach-Bliley Act, FDCPA, and UDAAP.
• Proficiency in basic math, including addition, subtraction, multiplication, and division.
• Strong interpersonal communication, negotiation, and active listening skills.
• Ability to communicate effectively with management and members while maintaining confidentiality, diplomacy, and tact.
• Creativity and problem-solving ability within applicable laws and guidelines.
• Ability to learn and retain relevant collections laws and policies quickly.
• Ability to multitask across multiple systems.
• Organizational and time-management skills.
• Ability to manage and protect confidential member and financial information with discretion and professionalism.

Nice To Haves

• At least 1 year of credit card collections experience.

Responsibilities

• Conduct early-stage, consultative collections on past-due credit card accounts, including negotiating payment arrangements.
• Make outbound calls to cardholders and answer inbound calls from cardholder members, joint cardholders, and authorized users.
• Explain appropriate payment options, including ACH Bill Pay, Service Center, Payment by Phone, and online banking.
• Interview cardholding members by phone to understand financial hardships, identify solutions, and present payment options such as payment plans, account modifications, and pre-charge-off settlement requests.
• Explore hardship solutions, including referrals to GreenPath and Financial Coaches.
• Complete operational tasks using Akcelerant Tasks, CRM cases, Velera Reports, and secure messages.
• Navigate internal systems and applications accurately while following company policies, procedures, and regulatory requirements.
• Document member interactions and account updates accurately and promptly.
• Follow Wings policies and procedures and regulations pertaining to the Bank Secrecy Act.
• Make timely collection calls in a professional manner and meet performance standards.

Benefits

• Generous 401(k) match
• Discretionary profit sharing
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid vacation, sick time, floating holidays, and volunteer time off
• Paid holidays
• Tuition reimbursement
• Paid parental leave
• Monthly incentives
• 3% annual target bonus

What This Job Offers

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