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 position helps members experiencing financial hardship, minimizes the credit union’s exposure to risk and loss, and seeks a maximum return to members while following collection policies and procedures and complying with state and federal laws.

The specialist makes timely outbound collection calls and handles inbound calls from past-due members in a fast-paced environment. They assess members’ financial hardships and explore available solutions, including payment arrangements, account modifications, pre-charge-off settlements, and referrals to GreenPath or financial coaches. The role requires professional communication, attention to detail, accurate documentation, and the ability to navigate multiple systems.

Requirements

• High school diploma, GED, or equivalent.
• At least 1 year of collections experience 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 such as Outlook, Excel, and Word, and web-based transactional systems.
• Knowledge of state and federal collection laws, including BSA, TCPA, the 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 when addressing individual situations within applicable laws and guidelines.
• Ability to learn and retain relevant collections laws and policies in a short amount of time.
• 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 cardholders, joint cardholders, and authorized users.
• Direct members to appropriate payment options, including ACH Bill Pay, the Service Center, Payment by Phone, and online banking.
• Interview members by phone to assess financial hardship, identify solutions, and present payment plans, account modifications, or pre-charge-off settlement options.
• Complete operational tasks using Akcelerant tasks, CRM cases, Velera reports, and secured messages.
• Navigate internal systems and applications efficiently while maintaining accuracy and following company policies, procedures, and regulatory requirements.
• Document member interactions and account updates accurately and promptly.
• Follow policies, procedures, and regulations related 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
• 3% annual target bonus

What This Job Offers

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