Member Solutions Specialist I

EFCU Financial • Baton Rouge, LA

7h • $21 - $26

About The Position

The Member Solutions Specialist I helps safeguard the Credit Union’s financial performance through timely collections that reduce delinquency, minimize losses and charge-offs, and support budget and reserve goals. The specialist works with members to bring delinquent loans and negative-balance deposit accounts into good standing while complying with EFCU Financial’s Member Solutions policies and procedures and applicable state and federal laws and regulations.

The role handles accounts that are generally less than 30 days delinquent and uses multiple communication channels to understand the reasons for delinquency, discuss options, and develop solutions with members. The specialist maintains detailed account records, manages department communications, performs file maintenance and reporting, and supports other departments with questions about delinquencies and related procedures. Complex or unresolved cases are referred to a Member Solutions Specialist II.

This is a non-exempt, hourly position with a starting rate of $21.17 to $26.47 per hour, based on experience. The position works in a normal office environment and has physical requirements that include regular walking and use of hands and fingers, frequent standing, sitting, computer-screen viewing, talking and hearing, and occasional lifting or moving of up to 10 pounds.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in collections, a call center, and/or related member-service work, or a combination of such experience.
• Proficiency in Microsoft Teams, Excel, Word, and Outlook.
• Ability to respond effectively to a competitive and rapidly changing financial-services environment.
• Ability to manage many accounts simultaneously.
• Strong communication and interpersonal skills, including the ability to project a professional, business-like image on behalf of the Credit Union.
• Dependability and reliability.
• Must pass all credit and bond requirements.

Nice To Haves

• Prior Credit Union experience is highly desirable.
• Knowledge of Credit Union or regulated financial institution operations, policies, and procedures is desired.
• Knowledge of federal and state financial institution laws and regulations pertaining to deposit, loan, and electronic products and services is desired.

Responsibilities

• Contact members with delinquent loans or negative-balance deposit accounts by telephone, email, text message, or mailed correspondence; determine the reason for delinquency and discuss options and payment plans.
• Collect on loan types including construction, auto, mortgage, Home Equity Lines of Credit, unsecured, and credit card accounts that are generally less than 30 days delinquent.
• De-escalate, problem-solve, and negotiate with upset or distressed members using professional communication techniques.
• Provide required disclosures and comply with collection laws and Credit Union policies and procedures.
• Record account activity and member communications in the Member Solutions system with accurate, detailed documentation.
• Complete assigned file maintenance, including charge-off preparations and closing Lines of Credit and plastics.
• Resolve routine billing and account communications promptly and escalate complex cases to a Member Solutions Specialist II.
• Record member communication opt-out requests in the Credit Union’s core system.
• Suggest improvements to streamline and increase efficiency within the AKUVO system, and assist with testing and implementing system enhancements.
• Manage the Member Solutions text and email inbox and route communications to appropriate team members.
• Process tow notices in a timely manner according to established procedures and refer unresolved cases to a Member Solutions Specialist II.
• Use skip-trace software, credit bureau reports, and other resources to locate members.
• Review and log loan-extension and loan-modification applications in the Credit Union’s core system, follow up for missing information, and communicate denial reasons to members in a timely manner.
• Research and respond to credit-dispute inquiries according to established procedures.
• Create cases and perform basic file maintenance for specialized Member Solutions scenarios, including deceased members and charged-off accounts and loans.
• Create deceased-member cases in the AKUVO system; perform basic file maintenance and follow-up, including checking for and filing insurance claims and closing or restricting accounts; work with a Member Solutions Specialist II on timely filing of eligible recovery documents and claims.
• Investigate posting errors, missed payments, and member concerns; make necessary system corrections and document actions taken.
• Educate and assist team members in other departments and branches regarding loan delinquencies, negative checking accounts, recoveries, corrective actions, and proper credit-reporting procedures.
• Prepare, review, and distribute required reports, including Non-Sufficient Funds and SWBC reports, funds-on-hold reports, daily interaction statistics, end-of-month offsets, and other management-requested tracking reports.
• Assist the Assistant Vice President of Member Solutions and the Vice President of Member Solutions as needed.
• Cross-sell Credit Union services when appropriate.
• Perform other assigned duties.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• Paid holidays
• Parental leave
• 401(k) with employer contributions
• Short- and long-term disability insurance
• Life insurance
• Health savings account (HSA)
• Pet insurance
• Team member loan discounts
• Incentive plans
• Employee referral program
• Service awards

What This Job Offers

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