Member Solutions Specialist III

Wings Credit Union • Colorado Springs, CO

20h • $25 - $29 • Onsite

About The Position

The Member Solutions Specialist is responsible for assisting Members with past due consumer loans while minimizing the Credit Union's exposure to risk and loss. This position conducts inbound and outbound calls, working with members to understand their financial circumstances, identify solutions, and establish appropriate payment arrangements. The ideal candidate will approach sensitive financial conversations with professionalism, empathy, and a consultative mindset while adhering to established collections policies, procedures, and applicable state and federal regulations. In addition to managing delinquent accounts, this position serves as a team lead and subject matter expert, assisting other Member Solutions Specialist with complex account questions, escalated member interactions, and procedural guidance.

Requirements

• High School Diploma, GED, or equivalent, required.
• 4+ years' combined Customer Service, Collections and/or Consultative Financial experience, required.
• Strong professional, diplomatic, and courteous communication skills are of critical importance with an emphasis on the ability to navigate challenging conversations, resolve concerns, and maintain a calm, respectful, and solution-oriented approach.
• Strong knowledge of collection techniques, strong financial insight, and excellent negotiation skills.
• Strong attention to detail and accuracy of all transactions is of critical importance.
• Proficient in basic math (addition, subtraction, multiplication, and division) as well as basic loan interest calculations.
• Comprehensive product knowledge related to ATM, Debit, Shares, and Draft processes.
• Strong understanding of and the ability to explain to members payment methods, loan products, underwriting, share accounts, depository processes & procedures, charge off processes & procedures, and credit implications.
• Excellent time management and organizational skills.
• Comprehensive working knowledge of, and the ability to quickly learn and retain new information relevant to, collection law, bankruptcy law, and credit reporting including, but not limited to: Bank Secrecy Act Fact Act FCRA Gramm Leach, Bliley FDCPA CFPB State and Federal Collection Law
• Strong creativity, analysis, and problem solving with the ability to quickly identify, monitor and react to trends as applied to individual situations within relevant laws and guidelines.
• Proficient with Microsoft Office programs (Outlook, Excel, Word, etc.) and web based transactional systems to complete day to day member requests.

Nice To Haves

• Able to use 10-Key by touch.

Responsibilities

• Conduct inbound and outbound collection calls to members, co-borrowers, and joint account holders to resolve past-due consumer loans and negative share balances.
• Evaluate members' financial circumstances, identify potential hardships, and negotiate appropriate payment arrangements, including available payment options and account resolutions.
• Assist with resolving Collateral Protection Insurance (CPI) and payment posting issues.
• Serve as a team lead and subject matter expert for Member Solutions Specialist (MSS) team, providing guidance on complex collection matters, procedural questions, and escalated member interactions.
• Identify opportunities for additional team training and communicate recommendations to the Collections Supervisor.
• Collaborate with coworkers to support departmental goals and provide a positive member experience.
• Maintain compliance with Credit Union polocies, proceduers, the Bank Secrecy Act, and applicable state and federal regulations.

Benefits

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

What This Job Offers

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