Member Solutions Specialist I

Ent Credit Union•Colorado Springs, CO

About The Position

The Member Solutions Specialist is responsible for handling outbound and inbound calls in a professional and empathetic manner to collect past due consumer loans in order to minimize Wings' exposure to risk and loss and ensure maximum return to its members, as well as adherence to state and federal laws.

Requirements

High School Diploma/G.E.D. or equivalent.
1+ years' combined Customer Service, Collections and/or Consultative Financial experience.
Professional, diplomatic, and courteous communication skills are of critical importance.
Strong attention to detail and accuracy of all transactions is of critical importance.
Proficient in basic math (addition, subtraction, multiplication, and division).
Ability to learn and retain relevant collections law and policy in a short amount of time.
Predisposition for Creativity and Problem Solving as applied to individual situations within relevant laws and guidelines.
Exposure to Microsoft Office programs (Outlook, Excel, Word, etc.) and web-based transactional systems to complete day-to-day member requests.

Nice To Haves

Ability to use 10-Key by touch, preferred.

Responsibilities

Perform early-stage telephonic consultative collection procedures by confidently explaining complex account details and engaging in active listening to understand a member's unique situation to collect on past due accounts.
Negotiating payment arrangements and negotiating payment options (i. e. automatic transfers / bill pay / payment by phone etc.)
Interview members by phone, to determine financial hardships, find resolutions, and present payment options.
Provide back up support to co-workers, as needed.
Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.