Member Solutions Credit Card Specialist I

Wings Credit Union • Colorado Springs, CO

8h • $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 exposure to 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, using strong communication skills, attention to detail, and multiple systems to deliver hardship solutions.

The position makes timely, professional collection calls to address patterns of credit card delinquency and explores established assistance options, 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 regulatory requirements, including Bank Secrecy Act requirements.

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 collection-related laws, including BSA, TCPA, 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 in individual situations 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

• Perform early-stage consultative collections on past-due credit card accounts, including negotiating payment arrangements.
• Make outbound calls and answer inbound calls from cardholder members, joint cardholders, and authorized users.
• Direct cardholders to appropriate payment options, including ACH Bill Pay, Service Center, Payment by Phone, and online banking.
• Interview card-holding members by phone to identify financial hardships, find solutions, and present payment options such as payment plans, account modifications, and pre-charge-off settlement requests.
• Complete operational tasks using Akcelerant Tasks, CRM cases, Velera Reports, and secured messages.
• Navigate multiple 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 regulations pertaining to the Bank Secrecy Act.

Benefits

• Generous 401(k) match.
• 401(k) 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 a 3% annual target bonus.

What This Job Offers

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