Member Solutions Representative

VyStar Credit Union • Jacksonville, FL

2d • Onsite

About The Position

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. The incumbent is expected to demonstrate VyStar Excellence behaviors: Focus, Connect, Understand, Counsel, and Advance. This role involves safeguarding operations and ensuring compliance with regulatory mandates.

Requirements

• A minimum of one-year prior office/clerical experience.
• Minimum of one (1) year prior collection, call center, and or customer service experience.
• High school diploma or its equivalent.
• Interpretation of auditory sources of information, i.e., group meetings, telephone calls.
• Manual dexterity to permit interaction with a computer keyboard.
• Ability to organize and interpret data, i.e., report and computer displays.
• Complete all department defined Computer Based Training courses within 90 days from the hire date achieving a passing score of at least 80%.
• 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: Navigating through Atlas (Miser) and knowing 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.
• Maintain a satisfactory attendance and performance record.

Nice To Haves

• Familiarity with state and federal laws governing collection procedures.

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 and 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.
• Proactively help identify, assess, manage, and report risks within their domain of work.
• Maintain vigilance in safeguarding operations while ensuring compliance with regulatory mandates.

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: Mid Level
• Education Level: High school or GED