Member Solutions Specialist- Endicott, NY

Visions Federal Credit Union • Village of Endicott, NY

9d • $20 - $26 • Onsite

About The Position

As a Member Solutions Specialist, you will support collection efforts within the Member Solutions department while working with members who may be experiencing financial hardship. In this role, you’ll communicate with members by phone and in writing, track accounts through all stages of default, and help identify appropriate next steps that support both the member relationship and the financial strength of the credit union. This is an ideal opportunity for someone who is detail-oriented, service-minded, and comfortable balancing member support, regulatory requirements, and collection processes. You’ll play an important role in helping members understand their options, documenting account activity accurately, and partnering with internal and external stakeholders to support effective resolutions.

Requirements

• High school diploma and 1–3 years of related experience.
• Proficiency with Microsoft Office Suite and standard office equipment.
• Strong oral and written communication skills.
• Excellent interpersonal and member service skills.
• Strong organization, time management, and attention to detail.
• Ability to perform basic mathematical functions and maintain confidentiality.
• Ability to respond effectively to competing demands, frequent changes, delays, or unexpected events.
• Commitment to supporting a welcoming, inclusive environment and modeling behaviors aligned with Visions’ mission and values.
• Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Nice To Haves

• Collections experience.
• Associate degree.

Responsibilities

• Provide collection follow-up on delinquent accounts through notices, phone calls, and written correspondence.
• Monitor the Member Solutions phone queue and serve as a knowledgeable resource for member solutions questions from members and internal stakeholders.
• Document collection activity clearly and accurately in core systems, including coding accounts appropriately to support ongoing collection efforts.
• Counsel members on payment arrangements that are acceptable to the credit union while delivering respectful, professional service.
• Support efforts to avoid charge-offs, retain members when possible, and protect the assets of the organization.
• Ensure day-to-day collection activities follow credit union policies, procedures, and applicable laws and regulations.
• Complete required reporting, including charge-off reports, repossession reports, negative share charge-off reports, and Board reports in accordance with department procedures.
• Monitor and process recovery payments received through attorneys, collection agencies, and bankruptcy trustees.
• Complete skip tracing when member contact information is inaccurate or incomplete.
• Prepare final demand files, refer accounts for repossession, and coordinate with repossession agencies, auctions, and the Title Servicing Department as needed.
• Provide departmental backup coverage and adapt to changing priorities, responsibilities, and processes.

Benefits

• Retirement benefits – pension plan, 401(k) with employer match
• Excellent health benefits – medical, dental, vision, and supplemental coverage
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• 10+ paid holidays per year
• Lifestyle Spending Account (LSA) stipend for wellness, caregiving, or personal expenses such as student loan repayment and tuition reimbursement
• Employee recognition program

What This Job Offers

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