Member Solutions Specialist Lead (30870)

UNIVERSITY OF KENTUCKY FEDERAL CRED • Lexington, KY

9h • Hybrid

About The Position

At UKFCU, we’re more than a Credit Union – we’re a community, and we’ve been proudly serving our members since 1937! As a rapidly growing, not-for-profit organization, we’re dedicated to making a real difference in the lives of our members and employees alike. If you’re looking for a workplace where you can grow, make an impact, and have fun while helping others, UKFCU is the place for you!
As a Member Solutions Specialist Lead, you’re on the front line of reducing delinquency and loss while building trust with members during difficult times. By coaching employees, contacting members, offering solutions, and managing delinquent accounts, you help safeguard the credit union’s financial health and support members on their journey toward stability. Your ability to communicate effectively and apply sound judgment ensures both strong recoveries and positive member experiences.

Requirements

• 6 months to 2 years of related collections experience
• High school diploma or equivalent
• Experienced collections professional with a strong understanding of collections and best practices
• Strong communication skills with the ability to listen, persuade, and resolve conflicts
• Proficiency in Microsoft Word and Excel
• Strong, friendly voice and professional demeanor
• Analytical ability to compute rates, ratios, and percentages and apply findings to real-world solutions
• Ability to work independently while meeting performance
• Professionalism and integrity in all interactions
• Accountability to established metrics
• Commitment to the Credit Union movement and philosophy
• Ability to identify member and staff needs and provide creative solutions
• Knowledge of collection laws and procedures

Responsibilities

• Member Contact: Proactively reach out to delinquent members using effective communication techniques. Listen to their concerns, overcome objections, and persuade them to resolve delinquencies. Oversee Specialists outbound call goals and follow established matrices to ensure consistent follow-up.
• Account Review & Action: Review delinquent accounts for potential legal action, making recommendations to the Member Solutions Supervisor and Manager when necessary. Additionally, evaluate whether secured loans require repossession orders to be issued. Provide assistance regarding force-placed insurance.
• Clerical Processes: Manage delinquent external loans, prepare reports on team performance, and audit team members work to ensure all procedures are followed and effective. Manage the closing of repossession cases and oversee redemption procedures, ensuring all documentation is accurate, and transactions are completed in accordance with company policy and procedure. Coordinate with relevant teams to finalize account statuses and communicate outcomes clearly to members.
• Member & Employee Support: Handle member escalation calls received by specialists, applying strong problem-solving and communication skills to quickly address concerns. Evaluate each situation to decide if it can be resolved independently or needs management involvement, ensuring all issues are appropriately escalated for prompt resolution. Coach employees with call escalation and workflow audit reviews.
• Records & Compliance: Maintain accurate account records, protect confidentiality, and ensure compliance with internal policies, procedures, and all applicable regulations.
• Problem Resolution: Work with members and employees to identify issues, determine solutions, and follow through to resolution, keeping leadership informed.
• Professional Growth: Stay current on industry trends, competitor practices, and UKFCU products to continuously improve member solutions and operational effectiveness.
• Team Contribution: Collaborate with colleagues to achieve departmental and organizational goals.

Benefits

• Competitive salary and industry-leading benefits.
• Opportunities for professional growth and leadership development.
• A chance to make a lasting impact on our members and the organization’s future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees