Member Solutions Representative I

VyStar Credit Union • Jacksonville, FL

9d

About The Position

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees. SELECTION PROCESS: As part of our preliminary recruiting process, we kindly ask candidates to complete an online assessment sent to their email from our third-party vendor, HireVue. To be considered, please complete the assessment within the allotted time. If you don't receive it after applying, check your spam folder. Assessment results are valid for 6 months. ACCOUNTABILITY STATEMENT The Member Solutions Representative contacts members to effectively reduce VyStar exposure to financial losses caused by delinquent accounts. Activities must be conducted in compliance with federal and state regulations. ESSENTIAL JOB FUNCTIONS Reviews delinquency reports and collection system information to determine appropriate collection activity to effectively collect monies due from members. Contacts members to discuss delinquency. Obtains information to effect collection on accounts and make up-to-date arrangements. Follows up regularly if debt not paid current. Skip traces difficult to locate members to establish contact by reviewing all relationships in Miser, free internet sites, and skip tracing tools. Submits the account to the skip tracing team to further locate member when preliminary methods are unsuccessful. Recommends to the Member Solutions Supervisor accounts for repossession review when necessary. Considers and recommends extensions and/or payment arrangements on delinquent accounts to bring due date current. Consults as needed with the Consumer Loan Modification Team regarding extensions, payment arrangements, and workouts. Reviews and recommends charge-off accounts to Supervisor, Manager and/or AVP. Performs other duties as assigned. All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance. Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job: Focus - Focus your full attention by carefully listening to and observing client or member. Connect - Consistently be friendly and approachable. Demonstrate your care. Understand - Listen empathetically and ask questions (70%/30% rule). Counsel - Recommend solutions based on your member’s needs and objectives. Advance - Ensure that member’s expectations were exceeded. Verify necessary follow-up actions.

Requirements

• A minimum of one-year prior office/clerical experience plus minimum of one (1) year prior collection, call center, and or customer service experience is required.
• The minimal formal education required is a high school diploma or its equivalent.
• Position requires interpretation of auditory sources of information, i.e., group meetings, telephone calls, manual dexterity to permit interaction with a computer keyboard, the ability to organize and interpret data, i.e., report and computer displays.
• The incumbent is required to complete all department defined Computer Based Training courses within 90 days from the hire date achieving a passing score of at least 80%.
• The incumbent is required to receive, review, sign, and return to their Collections Supervisor copies of the Attendance Policy, Vacation Policy, Dress Code, and Code of Ethics within the first 30 days of employment.
• During the first six months of employment in the Member Solutions Department, the incumbent must be capable of demonstrating knowledge and skill in the following: How to navigate through Atlas (Miser) and know the basic speed keys. Basic desktop procedures for closing accounts. Basic desktop procedures for waiving late or nsf fees. Basic skip tracing skills How to open or close checking and savings accounts. Basic desktop procedures for placing flags on accounts and removal. How to access PSCU and check balance, delinquency, statements, and history.
• Proficient with Report Portal, Microsoft Office, and VeriFone
• During employment the incumbent must maintain a satisfactory attendance and performance record.

Nice To Haves

• Familiarity with state and federal laws governing collection procedures are preferred.

Responsibilities

• Reviews delinquency reports and collection system information to determine appropriate collection activity to effectively collect monies due from members.
• Contacts members to discuss delinquency.
• Obtains information to effect collection on accounts and make up-to-date arrangements.
• Follows up regularly if debt not paid current.
• Skip traces difficult to locate members to establish contact by reviewing all relationships in Miser, free internet sites, and skip tracing tools.
• Submits the account to the skip tracing team to further locate member when preliminary methods are unsuccessful.
• Recommends to the Member Solutions Supervisor accounts for repossession review when necessary.
• Considers and recommends extensions and/or payment arrangements on delinquent accounts to bring due date current.
• Consults as needed with the Consumer Loan Modification Team regarding extensions, payment arrangements, and workouts.
• Reviews and recommends charge-off accounts to Supervisor, Manager and/or AVP.
• Performs other duties as assigned.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work.
• To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates.
• The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
• Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job: Focus - Focus your full attention by carefully listening to and observing client or member. Connect - Consistently be friendly and approachable. Demonstrate your care. Understand - Listen empathetically and ask questions (70%/30% rule). Counsel - Recommend solutions based on your member’s needs and objectives. Advance - Ensure that member’s expectations were exceeded. Verify necessary follow-up actions.

Benefits

• competitive pay
• excellent benefit package
• 401(k) Plan
• extensive paid technical and on-the-job training program
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees