Member Solutions Specialist

COLORADO CREDIT UNION • Littleton, CO

1d • $27 - $29 • Hybrid

About The Position

The Member Solutions department oversees and maintains processes critical in mitigating losses to the organization as they relate to loans. The Member Solutions Specialist is primarily focused on loan control, loan loss recovery, and deposit losses. This role is focused on early-stage collections, legal processing, account resolution while ensuring compliance with all applicable laws, regulations, and credit union policies.

Requirements

• Knowledge of collections principles and loss mitigation strategies.
• Knowledge of, and ability to apply principles of collections and federal/state collection regulations.
• Ability to negotiate payment arrangements and resolve member concerns professionally and effectively.
• Ability to investigate account issues, analyze information, exercise sound judgment, and make informed decisions.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Ability to communicate effectively in writing and verbally (by phone and in person).
• High school diploma or equivalent plus additional training and/or experience equivalent to two years of college is required.
• Two to five years of experience in collections, customer service, a financial institution, lending, or related experience required.

Nice To Haves

• Bilingual in Spanish and English is preferred.
• Associate’s degree is preferred.
• Previous experience in collections, loan servicing, loss mitigation, or recovery operations is preferred.

Responsibilities

• Maintains delinquency control and follow-up program for loan and share accounts that are delinquent, at risk of delinquency, or charged off.
• Conducts early-intervention outreach to members experiencing financial hardship.
• Assists members with payment assistance programs.
• Educates members on available solutions and resources to help them through financial hardship.
• Maintains assigned queues on daily basis through inbound and outbound communications via telephone, SMS, mail, email, and digital banking channels.
• Identifies causes of defaults, delinquencies, and negotiates appropriate payment arrangements to bring accounts current.
• Administers collection related processes including but not limited to collection activity, bankruptcies, right-to-cure (RTC) notices, garnishments, deferment and interest-only payment assistance requests, collection attorney invoices, and repossession activities.
• Provides recommendations for appropriate action on those accounts that cannot be reached, or on which satisfactory arrangements cannot be made.
• Maintains accurate and complete records of all collection activities and member interactions within the designated collection system.
• Posts payments, fees, and adjustments to member accounts as authorized.
• Performs skip-tracing activities to obtain and locate collateral and location information.
• Coordinates with third-party vendors and prepares required documentation to liquidate repossessed collateral.
• Obtains collection activity reports from attorneys and 3rd party collection agencies and reviews collection activities and updates credit bureaus as necessary.
• Process garnishments, levies, subpoenas, and tow/impound notifications.
• Administers negative account processes including member communications, charge-offs, fee reversals, and required ChexSystems reporting.
• Ensures compliance with FDCPA, CFDCPA, UDAAP, and all other applicable federal, state, and Credit Union collection requirements.
• Adhere to all service standards as outlined in the credit union’s policies and procedures.
• Participates in credit union business development and community relations activities.
• All other duties as assigned.

Benefits

• Medical/Dental/Vision Insurance
• Company Paid Life, Short-term Disability, and Long-term Disability Insurance
• Voluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance
• 401k Employer Contributions & Match
• Annual Profit Sharing funded into the 401k
• Tuition Reimbursement (Max $5,250.00/annually)
• Paid Time Off
• Company Paid Holidays
• Work-Life Balance and Flexible Work Schedules
• Cross-Training and Career Development Opportunities
• Wellness Program
• Employee Recognition Program
• Annual Bonus Based on Company Performance
• Monthly Incentives Based on Performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree