Member Solutions Representative I

Meritus Credit Union•Lafayette, LA

2d•Onsite

About The Position

This role involves contacting delinquent members to understand the reasons for delinquency and offering solutions to bring their accounts up to date. The representative will utilize various systems to notate collection efforts, track payment arrangements, and process payments. Additionally, the position requires face-to-face interactions with members when necessary, performing skip tracking duties, and initiating claims. A key aspect of the role is researching and understanding changes that may affect loan payment status.

Requirements

Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
Work requires sitting for the majority of the day.
Work also requires occasional lifting of up to 35 pounds and occasional bending, squatting, reaching and kneeling in order to access credit union records.
Ability to solve problems and make decisions under high pressure situations.
Strong critical thinking and negotiation skills.
Excellent written and verbal communication skills.

Responsibilities

Contact delinquent members in assigned queues by telephone and mail to determine the reason for delinquency and offer solutions to bring their account to a current status.
Notate all collection efforts in the Collection Tickler and utilize the promise to pay feature to track pending payment arrangements.
Take incoming calls and process phone payments through the ECM system.
Meet with members face to face when needed to determine the reason for delinquency and offer a solution to assist the member in bringing the account to a current status.
Perform skip tracking duties as required and directed.
Process all payments directed to the Member Solution Department, including mail payments, collection agency payments, debt management payments, bankruptcy payments, and attorney payments.
Research payroll deductions, automatic transfers, direct deposits, and any other changes as they may affect the status of a loan payment.
Initiate Credit Life/Credit Disability claims through Cuna Mutual’s website and process payments received.
Reconcile Courtesy Pay GL at the end of each month.
Other duties as assigned by the Member Solution Manager.