Member Solutions Credit Card Specialist I

Wings Credit Union • Colorado Springs, CO

1d • $21 - $23

About The Position

The Member Solutions Credit Card Specialist I provides service and support to credit card members while collecting past-due funds on credit card accounts. The role helps members experiencing financial hardship, minimizes the credit union’s risk and loss, and seeks to maximize returns 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, delivering efficient, professional service and navigating multiple systems to offer appropriate hardship solutions.

The position involves timely collection calls to address delinquency patterns and exploring available solutions, including account modifications, pre-charge-off settlements, referrals to GreenPath or financial coaches, and payment arrangements. The specialist documents member interactions and account updates accurately and performs related operational tasks and reporting.

Requirements

• High school diploma, GED, or equivalent.
• At least 1 year of financial services experience focused on credit cards.
• 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 laws related to collections, including BSA, TCPA, the Gramm-Leach-Bliley Act, FDCPA, and UDAAP.
• Basic math skills, 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 for past-due credit card accounts, including negotiating payment arrangements.
• Place outbound calls and answer inbound calls involving cardholders, joint cardholders, and authorized users.
• Explain appropriate payment methods, including ACH Bill Pay, Service Center, Payment by Phone, and online banking.
• Interview members by phone to understand financial hardships and present payment plans, account modifications, and pre-charge-off settlement options.
• Make timely, professional collection calls in accordance with performance standards and collection policies and procedures.
• Complete operational tasks involving Akcelerant tasks, CRM cases, Velera reports, and secured 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 applicable Bank Secrecy Act regulations.

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 leave, floating holidays, and volunteer time off
• Paid holidays
• Tuition reimbursement
• Paid parental leave
• Monthly incentives and 3% annual target bonus

What This Job Offers

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