Member Solutions Specialist

Southland Credit Union • Rossmoor, CA

1d • $21 - $25

About The Position

At Southland Credit Union, we believe in People Helping People and helping our members achieve greater financial well-being. That means being there for our members not only when things are going well, but also when they need support navigating financial challenges. As a Member Solutions Specialist, you'll play an important role in helping members resolve past-due consumer loans, credit cards, and negative share balances. You'll work directly with members to understand their circumstances, explore realistic solutions, and establish repayment arrangements while protecting the financial health of the Credit Union. Your work helps turn challenging conversations into opportunities for resolution and reinforces the trust members place in Southland. This role is a great fit for someone who is comfortable having thoughtful, sometimes difficult conversations and can balance empathy with sound business judgment. If you enjoy solving problems, analyzing individual situations, negotiating solutions, and making a meaningful difference through your work, we'd love to hear from you.

Requirements

• At least 2 years of collections experience within a credit union, bank, financial institution, or consumer lending environment.
• High school diploma or equivalent required.
• Knowledge of consumer lending and collection principles and practices.
• Working knowledge of applicable collection regulations, including FDCPA and other relevant federal and state requirements.
• Strong analytical, problem-solving, decision-making, and negotiation skills.
• The ability to navigate difficult conversations with professionalism, empathy, and sound judgment.
• Strong verbal and written communication skills.
• Excellent organization and time-management skills, with the ability to prioritize and manage multiple accounts.
• Strong attention to detail and the ability to maintain accurate account documentation.
• Ability to work independently while collaborating effectively with teammates and internal departments.
• Proficiency with Microsoft Office applications and applicable collection systems.
• A commitment to providing exceptional internal and external member service.

Nice To Haves

• Experience working with delinquent consumer loan and credit card accounts is preferred.
• Credit union experience is preferred.

Responsibilities

• Build professional relationships with members while working toward solutions for delinquent accounts and past-due obligations.
• Evaluate account history and financial information to determine appropriate collection strategies based on each member's circumstances.
• Negotiate repayment arrangements that support members while protecting the Credit Union's financial interests.
• Research accounts and perform skip tracing to locate members, collateral, and updated contact information when needed.
• Monitor assigned accounts and follow up consistently to keep collection efforts moving toward resolution.
• Recommend repossession or other recovery actions when appropriate and when other collection efforts have been exhausted.
• Maintain accurate and timely documentation of member communications, payment arrangements, collection activity, and recovery efforts.
• Partner with branches and internal teams by responding to collection-related questions and providing guidance when needed.
• Protect confidential member information and exercise sound judgment and professionalism during every interaction.
• Ensure collection activities follow Credit Union policies and applicable federal and state regulations, including FDCPA, BSA, OFAC, and USA PATRIOT Act requirements.

Benefits

• Pay transparency

What This Job Offers

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