MEMBER SOLUTIONS SPECIALIST (ADMIN CENTER - TRAVERSE CITY)
About The Position
The Member Solutions Specialist I is responsible for supporting members with delinquent accounts by identifying financial challenges and working toward solutions that restore account health. This role serves as an initial point of contact for member outreach, providing clear communication, repayment options, and guidance. The position ensures all activities are handled professionally, respectfully, and in compliance with policies and regulations. Through empathy, communication, and attention to detail, this role helps members navigate financial difficulties while protecting the credit union.
Requirements
- High school diploma or equivalent required
- Basic understanding of collections or account servicing processes
- Strong communication and customer service skills
- Ability to handle sensitive conversations with professionalism
- Attention to detail and organizational skills
- Ability to manage multiple tasks and priorities
- Basic computer and office software skills
- Adherence to Bank Secrecy Act & OFAC requirements
- Adherence to U.S. Patriot Act regulations
- Adherence to Gramm-Leach-Bliley privacy and information security standards
Nice To Haves
- Previous customer service, collections, or financial services experience preferred
Responsibilities
- Contact members regarding past-due accounts through phone, email, and correspondence
- Communicate account status and available repayment options
- Work with members to establish payment arrangements or next steps
- Support early-stage resolution of delinquent accounts
- Review delinquency reports and verify account status
- Identify potential causes of delinquency
- Research discrepancies or potential errors
- Ensure account information is accurate and up to date
- Provide clear, respectful, and professional communication
- Answer questions related to account status and repayment options
- Support members in understanding their financial obligations
- Maintain a positive credit union image during difficult conversations
- Document all member interactions and account activity
- Ensure all actions align with policies, procedures, and legal requirements
- Maintain confidentiality and protect member information
- Follow established processes for collections and recovery activities
- Assist with payment arrangements, extensions, and account updates
- Support follow-up activities related to delinquent accounts
- Maintain accurate servicing records
- Assist with administrative tasks related to member solutions
- Work closely with Member Solutions team members
- Communicate account updates and potential issues
- Assist team members as needed
- Participate in meetings and team initiatives
- Complete tasks accurately and within established timelines
- Maintain organization and follow-through on assigned accounts
- Communicate issues, risks, and updates effectively
- Support continuous improvement of Member Solutions operations
Benefits
- Competitive pay
- Comprehensive medical, dental, and vision insurance
- Generous PTO and paid holidays
- 401(k) with employer match
- Tuition reimbursement and professional development opportunities
- Career growth pathways within a stable and growing organization
- A collaborative, supportive culture focused on teamwork and DEI
- Community involvement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
