Member Solutions Representative I

Blue Federal Credit Union • Cheyenne, WY

1d • Onsite

About The Position

The Member Solutions Representative I participates in maintaining a financially sound loan portfolio through early delinquency control. Methods to accomplish this include phone calls, collection letters, and in-person interviews. This role recommends further action on accounts as deemed necessary, which may include repossession, legal action, foreclosure, and referral to a collection agency.

Requirements

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• A high school degree or GED is required.
• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position.
• In-depth dialogues, conversations, and explanations with customers, direct and indirect reports, and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience.
• Communications can involve motivating, influencing, educating, and/or advising others on matters of significance.
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary.
• Must be capable of regular, reliable, and timely attendance.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform basic mathematical calculations with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.
• Must be able to stay calm when being challenged by customers in a stressful manner.

Responsibilities

• Engage our member by phone (both inbound and outbound calling), e-mail, or letters.
• Interview members to determine the reason for delinquency.
• Take appropriate action to resolve the account (could include loan modifications or loan workouts, recommendations for repossession or payment deferrals).
• Counsel members concerning their financial obligations, advise of options, and solicit agreement of payments.
• Recommend further action as deemed necessary (i.e., repossession, legal action, loan modifications, etc.).
• Demonstrate judgment and discretion within the framework of all applicable regulations and policies.
• Ensure customer files are kept updated and complete, clear and concise documentation of all interactions are entered, and all required documents and letters are processed (includes completion of adverse action forms and legally required notices).
• Assist other departments and branches with Members as needed.
• Provide support for the Front Line and Contact Center personnel in serving delinquent Members.
• Process loan payments and transfers for Members over the phone with all possible precision.
• Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Benefits

• Employee Benefits
• Culture
• BluePrint
• Working at Blue Video

What This Job Offers

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